This position is with our client a Leading IT Systems Integrator & Service provider based in Abu Dhabi.

This would be a Six Month contract position

1. Provide management and oversight of all Incidents.
2. Approve incident solution verification and transfer to production.
3. Assign work groups and individuals to ensure workload balancing to meet service level commitments.
4. Examine work queues for Incidents in jeopardy of missing service agreements.
5. Communicate progress of Incident(s) to relevant parties.
6. Ensure operational effectiveness and efficiency of Incident Management process.
7. Review and monitor open Incidents to ensure progress and completion according to established service levels.
8. Assess whether additional resource support is needed to resolve Incident.
9. Determine and assign appropriate service provider (group or individual) for Incident resolution.
10. Investigate to identify related Incidents and associate.
11. Determine if root cause analysis is required and initiate Problem Management.
12. Determine whether corrective actions are needed and if additional approvals or billing actions are required. .
13. Escalate, as needed, based on predefined thresholds.
14. Validate solution and confirm implementation with end user
15. Obtain confirmation that Incident has been resolved / closed
16. Perform Incident diagnostics to determine resolution.
17. Redirect / close out any request improperly identified as an Incident.
18. Update Incident record to indicate when an Incident is cancelled or closed.

Document results / corrective actions in Incident record

 Qualifications:

1. ITIL Foundation Certification
2. ITIL Practitioner Certificate in Incident Management
3. 2 years minimum practical experience in Incident Management
4. Must be able to read, write and speak English