Incident Management

Ensure operational continuity by minimizing the impact of incidents and restoring affected technological services in the shortest possible time, thereby maintaining efficient and reliable operations without service disruptions.

• Monitoring: Overseeing links, servers, and network devices.

• Incident Documentation: Maintaining detailed records of all incidents.

• Reporting: Generating status reports for internal IT and Operations teams.

• Incident Triage & Handling: Managing incoming calls and coordinating the initial incident response.

• Internal Communication: Liaising with IT teams to ensure effective collaboration.

• Vendor Management: Reporting and escalating issues to third-party providers.

• Stakeholder Communication: Providing timely updates to stakeholders throughout the incident lifecycle.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Knowledge of IT systems (Windows, Linux, network equipment, servers, databases, etc.)
• Knowledge of IT process management (best practices in IT service management)
• Knowledge of computer networking
• Knowledge of IT system authentication methods
• Knowledge of tools such as IDS and SIEM

Other requirements (Courses, seminars, certifications, and other licenses)

• Practical knowledge of incident management frameworks (e.g., ISO standards)
• ITIL certification
• Risk management training/coursework
• CompTIA Security+ certification