• Addressing a reported service disruption, identifying its root cause, and 
initiating the incident management procedure.
• Evaluating incidents based on their urgency and impact on business 
operations.
• Creating comprehensive documentation outlining incident protocols, such as 
procedures to mitigate cybersecurity threats or rectify server failures.
• Collaborating closely with the incident management team to ensure strict 
adherence to established protocols.
• Maintaining a detailed incident log, including resolutions, to identify any 
recurring malfunctions.
• Modifying the incident management process as necessary to enhance its 
efficiency and effectiveness.
• Providing regular updates to management regarding significant issues 
discovered within the IT system.

Skills

• Educational Background:
      o Bachelor's degree in Computer Science, or a related field

• Experience:
      o 2-3 years of experience in Technology or a similar role

• Technical Proficiency:
      o Forward Thinking 
      o Business Acumen
      o Internal & External Networking 
      o Team Empowerment & Development 
      o Customer Centricity
      o Fair knowledge of IT service management software including ITIL and 
         COBIT.
      o Experience working with IT systems and software such as SolarWinds, 
         Zabbix, and Nagios XI.
      o Basic knowledge of programming languages, such as SQL, Java, C++, and 
         Scala