Related skills
documentation jira incident management servicenow technical troubleshooting📋 Description
- Act as an R&D focal point for customer incidents, replicating bugs.
- Coordinate with technical support, R&D, and other teams on incidents.
- Maintain incident docs: reports, root cause analyses, resolutions.
- Facilitate communication among tech support, R&D, and other departments.
- Optimize or develop incident tools to improve tracking and resolution.
- Provide clear, timely updates to stakeholders with incident timelines.
🎯 Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field.
- ITIL or Incident Management certifications are a plus.
- 5+ years of technical troubleshooting experience in software/IT.
- Proven track record managing complex incidents with cross-functional teams.
- Strong knowledge of software systems and case management.
- Excellent problem-solving, analytical, and communication skills.
- Experience with incident management tools (e.g., JIRA, ServiceNow).
- Ability to work under pressure and manage multiple priorities.
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