Senior IT Incident Response Engineer - Global

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.

Professional Experience

• 3 to 5 years of experience in IT incident management, incident coordination, or IT service management.
• Experience coordinating technical teams to investigate, troubleshoot, escalate, and resolve IT incidents.
• Experience monitoring incident resolution timelines, service performance, and compliance with Service Level Agreements (SLAs).
• Experience preparing incident reports, tracking performance indicators, and documenting incident resolution activities.

Technical Knowledge

• Knowledge of ITIL principles and Incident Management processes.
• Experience working with IT Service Management (ITSM) platforms and ticketing systems.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, for reporting and documentation.
• Understanding of incident prioritization, escalation procedures, Root Cause Analysis (RCA), and corrective and preventive actions.
• Ability to analyze incident trends, identify recurring issues, and support continuous improvement

Skills and Competencies

• Strong verbal and written communication skills in English, with a minimum B2 proficiency level.
• Excellent coordination and organizational skills, with the ability to manage multiple incidents simultaneously.
• Strong analytical and problem-solving abilities, with a focus on business impact and service continuity.
• Team coordination and stakeholder management skills, including the ability to communicate effectively with technical and non-technical audiences.
• Conflict resolution, decision-making, and prioritization skills, especially when managing critical incidents.
• Ability to work under pressure, manage competing priorities, and maintain clear communication during service disruptions.
• Strong documentation, follow-up, and reporting skills.