IT Incident Officer

Description de la mission

IT Incident Officer
Description
As an IT Incident Officer, you will play a key role in ensuring the stability and efficiency of the IT infrastructure by handling critical incidents, analyzing trends, and driving continuous improvement in IT service management (ITSM). You will collaborate with technical teams to ensure rapid incident resolution and contribute to the optimization of IT processes.
Key Responsibilities
? Incident Management
Monitor and manage critical incidents, ensuring resolution within agreed timelines.
Coordinate technical teams for efficient incident resolution.
Escalate issues to higher levels when necessary.
? Continuous Monitoring & Improvement
Analyze incident trends to identify recurring issues.
Propose preventive actions to minimize future incidents.
Participate in post-mortem meetings and improve ITSM processes.
? Documentation & Reporting
Maintain an up-to-date incident knowledge base.
Produce regular reports on incident KPIs (resolution time, impact, root causes).
Assist in developing IT governance dashboards.
? Collaboration & Communication
Ensure clear communication with IT teams and impacted users.
Educate teams on best practices in incident management.
Work closely with the IT Process Leader to address underlying issues.
Profile
✔ Experience: 1 to 3 years in IT support, incident management, or ITSM.
✔ Technical Skills:
Knowledge of ITIL principles (ITIL Foundation certification is a plus).
Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.).
Understanding of IT infrastructure (networks, servers, applications).
✔ Behavioral Skills:
Strong analytical & problem-solving abilities.
Excellent communication & priority management.
Proactive, able to work under pressure in a dynamic environment.
? Join us to enhance IT resilience and drive continuous improvement in incident management!
Description société
As an international IT services company, Halian have worked hard for 20 years to understand the issues that keep our customers awake at night and to create the answers that make their lives a little easier.
Our mission – the goal that’s shared by everybody at every level – is “to deliver the best people and technology services in order to help Halian’s customers do more; faster, better, and more cost-effectively than ever before. »
We’re able to do things differently because we think and act differently – the Halian Way is based on rapid service and speedy results, and at its heart lie five key values:
Partnership, Respect, Intelligence, Dedication, and Energy.

Halian has offices in the UK, Luxembourg, Dubai, and Qatar, and have more than 500 employees all over EMEA. We work with some of the world’s most ambitious and dynamic organisations, such as Public and European Institutions, Finance, Oil and Gas, Healthcare and Pharmaceuticals, and partner with industry leading hardware and software vendors. When you join Halian, you will help integrate one of our three service lines: Managed Services, Resourcing Services, or Project Services. You are able to deal with a variety of technologies in critical environments, and make a positive contribution to our customers business. In return, Halian will support the development of your career via different programmes already in place. Halian has built a strategy based on confidence with its customers and partners, and it’s these strong links that allow Halian to provide you with job offers not often available on the open job market. Each role is a new challenge to take on!
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