Incident Management Specialist

Role Summary:
We are seeking a dedicated and experienced Incident Management Specialist to join our IT Operations team. The ideal candidate will be responsible for the efficient and effective resolution of IT incidents, minimizing business disruption, and ensuring the stability of our critical aviation systems. You will play a key role in maintaining service levels and driving continuous improvement in incident response processes.

Key Responsibilities:

- Monitor and respond to IT incidents across various platforms and systems.
- Lead incident response activities, including diagnosis, escalation, and resolution.
- Communicate incident status and impact to stakeholders in a timely and clear manner.
- Document all incident details, actions taken, and resolutions in the incident management system.
- Collaborate with technical teams to identify root causes and implement permanent solutions.
- Develop and maintain incident management procedures and best practices.
- Participate in on-call rotations to provide 24/7 incident support.
- Analyze incident trends to identify recurring issues and areas for proactive improvement.
- Ensure compliance with ITIL best practices and organizational policies.