Incident Manger

Bachelor's Degree in an IT-related, Management, Engineering or Computer Science field• At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations• Strong verbal and written communication skills, with the ability to translate technical information Ill business terminology and experienced with Client, Vendor and stakeholder interaction• A solid understanding of the ITlL Incident & Change Management process• Experience and knowledge of change management principles, methodologies and tools• Willingness to render rotating shifts and should have no preference to schedule• Possesses strong attention to detail, leadership, problem solving and analytical skills• High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management• Responds adequately to inquiries and complaints• Managed multiple high priority initiatives in a fast paced, highly technical environment• Experienced with any ticketing system, but experience in CASO ticketing tool is a plus• Able to develop and provide SLA's and KPl's• ITlL Certification is a plus