Incident Manager

Join PERSOL as an Incident Manager and take the lead in ensuring seamless IT operations across our dynamic organization. Based in the vibrant heart of Badung, Bali, you will oversee the end-to-end incident management process, driving rapid responses and minimizing downtime. This role is perfect for a proactive professional looking to make a significant impact in a fast-paced environment.

At PERSOL, we pride ourselves on our commitment to innovation and excellence. Our team is dedicated to delivering top-notch IT services, and we are always on the lookout for talented individuals to join our mission. As an Incident Manager, you will be at the forefront of our operations, ensuring that our systems run smoothly and efficiently.

In this role, you will be responsible for managing and resolving incidents in a timely manner, working closely with cross-functional teams to ensure minimal disruption to our operations. You will use tools like ServiceNow for incident tracking and resolution, and you will be expected to maintain a high level of service quality and customer satisfaction.

📋 Tanggung Jawab Pekerjaan

• Oversee the entire incident management lifecycle, from detection to resolution and closure.
• Coordinate with IT teams to ensure rapid and effective resolution of incidents.
• Utilize ServiceNow for incident tracking, documentation, and reporting.
• Implement and maintain incident management processes and procedures.
• Monitor and analyze incident data to identify trends and areas for improvement.
• Ensure compliance with ITIL best practices and internal policies.
• Provide incident management training and support to team members.
• Collaborate with stakeholders to communicate incident status and resolution progress.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in incident management.
• Certification in ITIL Foundation or equivalent experience.
• Proven experience with ServiceNow or similar incident management tools.
• Strong understanding of IT infrastructure and systems.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Knowledge of Indonesian language and culture is a plus.

🛠️ Keahlian

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