IT Service Incident Coordinator

2 mesi fa


Napoli, Campania, Italia MSC CRUISES A tempo pieno

JOB PURPOSE

MSC Cruises, a leading global cruise operator, is in search of a proficient and seasoned IT Incident Manager to enhance our vibrant and diverse team. In this pivotal role, you will be responsible for overseeing the effective management of IT incidents across the organization. Your efforts will be essential in reducing the impact of incidents on business functions, ensuring service quality, and driving prompt resolutions. This role involves spearheading incident response initiatives, collaborating with various teams, and implementing strategies to bolster overall IT robustness.

KEY ACCOUNTABILITIES


• Oversee and direct the response to IT incidents, ensuring rapid and effective resolution.


• Serve as the primary contact for all incident-related communications, both within the organization and with external stakeholders, keeping everyone updated on the status and progress of incident resolutions.


• Perform comprehensive post-incident evaluations to uncover root causes, contributing factors, and valuable lessons.


• Maintain detailed documentation of incident occurrences, resolutions, and recommendations for future prevention and enhancement.


• Collaborate with IT departments, service providers, and other pertinent stakeholders to ensure a synchronized and effective incident response.


• Design and implement proactive strategies to avert recurring incidents, utilizing risk assessments to pinpoint vulnerabilities and prioritize incident response efforts accordingly. Conduct regular incident simulation drills, refining response plans for improved effectiveness based on outcomes.


• Propel continuous improvement initiatives informed by incident evaluations and stakeholder feedback.


• Create and deliver training sessions aimed at enhancing the incident response capabilities of both IT and non-IT personnel.

QUALIFICATIONS (skills, competencies, experience)


• 5 to 7 years of demonstrated experience as an IT Incident Manager.


• Master's degree in computer science, engineering, or a related field.


• Proficient in English, both spoken and written (additional languages are a plus) with exceptional communication skills.


• Proven ability to manage key stakeholders both internally and externally within the organization. Experience in supplier governance and service management.


• Solid background in Incident Management, ITIL, or other relevant frameworks.


• Familiarity with ITSM ServiceNow Platform; any certifications will be highly regarded.


• Demonstrated success in implementing preventive measures and fostering continuous improvement.


• Experience in conducting risk assessments and prioritizing incident response activities.

VISA REQUIREMENTS (if any)


• Right to work in Italy



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