JD:
1. Ensuring post-review of priority 1 incidents
2. Chairing the incident and problem review meetings
3. Following defined escalation path when needed, as defined in the escalation policy
4. Notifying the participants in the Incident Management process when standards and procedures are not being followed
5. Rerouting misdirected incidents that have not been handled in a timely manner
6. Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
7. Identifying incidents which need special attention or escalation
8. Managing major incidents
9. Producing management information
10. Managing the work of incident support staff (first- and second-line)
11. Ensure completeness and integrity of information collected to conduct Incident analysis
12. Assists auditing of the incident management process for compliance with documented procedures Represents project stakeholders throughout planning, development, and release processes
13. Clearly define the scope of managed operations
14. Participate in definition and ensure consistent ｅｘｅｃution of operational procedures
15. Pick up and prioritize Service Requests & Incidents
16. Realization of tasks
17. Monitoring and regular data back-up of systems
18. Approve, ｃｒｅａｔｅ, manage, maintain IT continuity plans
19. Administrate and manage user identity and access to IT systems
20. Implement & ensure security protection
21. Manage the aspects and maintain the measures for reliability of environmental factors
Requirements:
1. 2-3 years of prior Incident Management experience, IT support and service ｄｅｌivery.
2. Prior experience working with SLA’s
3. Strong skills in the use of Service Management tools
4. Proficient analysis skill and capability to identify downstream implications
5. Exceptional communication skills
6. The ability to develop and forge strong relationships and build consensus among competing stakeholders
7. Knowledge of ITIL framework required
8. ITIL V3 certification strongly preferred

上班地址：-江苏-常州-秦岭路6号锦云大厦