IT Service Incident Coordinator

6 giorni 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. The primary role of the IT Incident Manager is to oversee the effective management of IT incidents throughout the organization. This position is vital in reducing the impact of incidents on operational processes, ensuring service continuity, and enabling prompt resolutions. The responsibilities include spearheading incident response initiatives, collaborating with various teams, and instituting preventive strategies to bolster overall IT resilience.

KEY ACCOUNTABILITIES


• Direct and manage the response to IT incidents, ensuring rapid and effective resolutions.


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


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


• Maintain detailed documentation of incident specifics, resolutions, and recommendations for future prevention and enhancements.


• Collaborate with IT departments, service providers, and other pertinent stakeholders to ensure a unified and cohesive response to incidents.


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


• Promote continuous improvement initiatives driven by incident analysis and stakeholder feedback.


• Design and deliver training programs 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 written and spoken (additional languages are a plus) with exceptional communication skills.


• Experience in managing key stakeholders within the organization and externally, including supplier governance and service management.


• Proven expertise in Incident Management, with familiarity in ITIL or similar frameworks.


• Knowledge of ITSM ServiceNow Platform; certifications are highly regarded.


• Track record of successfully implementing preventive measures and fostering continuous improvement.


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

VISA REQUIREMENTS (if any)


• Eligibility to work in Italy.

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