Axiom Technologies is an Australia-based organization with a global presence, specializing in Managed IT Solutions for medium to large-scale enterprises. To learn more about what we do, please visit: www.axiomtechnologies.com
We are seeking an experienced Incident Management Specialist to lead the response to major IT incidents, minimize downtime, and ensure swift resolution across business units. The ideal candidate will act as a key point of contact during critical incidents, coordinate technical efforts, and continuously improve incident management processes to enhance operational resilience.
Key Responsibilities:
- Lead the resolution of major IT incidents across various business units, following established procedures and playbooks to minimize user impact.
- Serve as the primary point of contact for critical infrastructure incidents, ensuring effective communication and coordination.
- Collaborate with technical teams to quickly identify root causes and implement effective solutions.
- Prioritize incidents based on their urgency and impact on business operations.
- Document incident protocols, actions taken, and resolutions to ensure transparency and facilitate future learning.
- Provide regular incident updates to management and relevant stakeholders throughout the incident lifecycle.
- Review, analyze, and enhance incident management processes for increased efficiency and effectiveness.
- Ensure all incident management activities adhere to IT service management standards and security policies.
- Document lessons learned from incidents to improve future response strategies.
- Manage workplace IT projects, ensuring completion within scope, time, and budget parameters.
- Conduct root cause analysis to identify underlying issues and implement long-term solutions..
Qualifications & Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 4+ years of IT experience focusing on infrastructure or service management.
- ITIL v4 Foundation certification is required; experience with ITIL v4 Incident Management preferred.
- Strong technical writing skills and ability to prepare clear reports and presentations.
- Excellent communication skills, with experience in client-facing and stakeholder management.
- Knowledge of cloud platforms, particularly Azure, and related infrastructure is a plus.
- Familiarity with networking, security, and troubleshooting tools.
- Ability to adapt quickly to new technologies and changing environments.
- Proven experience working in high-interaction client or project environments.
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.hk@axiomtechnologies.com.