Incident and problem specialist

Company Overview
Global insurance company

Job Description
Service Control team is a part of IT Services and the role requires a person with
Incident and Problem Management skills following the ITIL standards

The purpose of the Incident Management is to restore normal service operation as
quickly as possible and minimize the adverse impact on business operations, ensuring
that agreed levels of service quality are maintained. Also, to drive Problem
Management processes of detection, investigation, remediation, and reporting of
underlying problems driving the incidents.

Requirements
・ ServiceNow Experience.
・ Previous experience in IPC management in a high profile/high intensity 24/7 Global
Incident Management team is desirable.
・ Working knowledge of IT hardware & infrastructure
・ Familiar with methods and techniques for reporting progress against an agreed plan.
・ Familiar with methods and techniques for running effective meetings and for
understanding and influencing the roles played by participants.
・ Proficient in techniques for ensuring that full account is taken of customers’ real
and stated needs in the delivery of IT services.
・ Understand and respect the customer-centric policy
・ Must be capable of considering rapidly changing information or changed
circumstances and modifying understanding of a problem or situation accordingly.
・ Has sound commercial understanding of outsourced support environments as well
as excellent organizational, time management and staff management skills.
・ Must have good interpersonal and stakeholder management skills.
・ Has good oral communication and written skills and takes an analytical approach to
problem solving.
・ University degree level knowledge in Computer Science or other related engineering
field.
・ ITIL v3 or ITIL v4 Foundation certification.
・ 5+ years relevant experience in ITSM role with responsibility for process design,
implementation, execution, and continual process improvement.
・ Japanese Fluent level skill to be able to use in IT business, reading, writing and
conversation.
・ English Business level skill to be able to use in IT business, reading, writing and
conversation.

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