Incident Specialist

We are looking for an Incident Specialist to join our start-up, to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. Main goals are to follow incident management protocols and support to create proper and detailed incident status reports with team coordination to establish incident action plan and resolution time frame.

About ZIWO

ZIWO is an Omni-channel Cloud Contact Centre Software (CCAAS) that provides a straightforward solution for companies to talk to their clients over the Phone, WhatsApp, SMS... ZIWO has readymade plugins with most CRM and is integrable with any app, thanks to an open API architecture... ZIWO connects 145 countries globally, including the GCC, so users can instantly expand their reach in new geographies.

Responsibilities

• Overseeing the incident management process and team members involved in resolving the incident.

• Responding to a reported service incident, identifying the cause or reason, and initiating the incident management process.

• Ability to handle all types of incidents within scope of service – production/telecom/security.

• Creating and detailing reports of the incident on a timely basis with coordination of different team members involved.

• Document troubleshooting steps and service restoration details.

• Continuous follow up with the team and supplier for incident resolution time, action plan for resolution, incident status.

• Ensure the incident is resolved and update the incident report status accordingly.

• Prioritizing incidents according to their urgency and influence on the business.

• Collaborating with the incident management team to ensure that all protocols are diligently followed.

• Logging all incidents to the knowledge database and their resolution to see if there are recurring malfunctions.

• Adjusting the incident management process as required to ensure its effectiveness.

• Communicating with upper management if major issues are found in the IT system.

Qualifications

• Bachelor's degree in information technology, engineering, or a related field.

• At least 2-3 years’ experience working in IT service management, or a similar role.

• Excellent team player and ability to collaborate with team members for resolution.

• Ability to analyze a high volume of technical data and work in a fast-paced environment.

• Strong skill to create good reports, problem solving, analytical, and time management skills.

We are proud to be an equal opportunity workplace, we hire great people from a wide variety of backgrounds.