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Incident Specialist - IT Ticket Facilitation

Air Liquide USA LLC
United States, Texas, Houston
9811 Katy Freeway (Show on map)
Apr 28, 2025
191670120405000 The Incident Specialist - IT Ticket Facilitation is responsible for ensuring the efficient and effective resolution of IT incidents impacting Air Liquide China's business operations. This role focuses on the timely coordination, communication, and escalation of incidents, driving restoration of services with minimal disruption. The Incident Manager will act as a central point of contact during major incidents, facilitating collaboration between technical teams and internal customers (business teams) under Air Liquide's existing IT operating mode. Incident Management Process Execution: Adhere to and improve the incident management process, ensuring alignment with ITIL best practices. Monitor the incident queue, prioritize incidents based on impact and urgency, and ensure timely assignment. Facilitate the logging, categorization, and prioritization of incidents. Ensure accurate and complete incident documentation throughout the lifecycle. Incident Coordination and Communication: Act as the primary point of contact for major incidents, providing clear and concise communication to stakeholders. Coordinate technical teams to troubleshoot and resolve incidents, ensuring efficient collaboration. Manage incident bridges and facilitate effective communication during critical incidents. Provide regular updates on incident status and resolution progress. Craft and send post incident reviews. Major Incident Management: Collaborate the response to major incidents, driving rapid restoration of services. Ensure timely escalation of incidents to appropriate technical teams and management. Coordinate post-incident reviews and identify areas for improvement. Facilitate root cause analysis and track on the following Problem Tickets. Reporting and Analysis: Generate incident reports and metrics, providing insights into incident trends and performance. Analyze incident data to identify recurring issues and recommend solutions. Track and report on key performance indicators (KPIs) related to incident management. Maintain the Known Error Database. Performance and Quality Management Identify opportunities to improve the incident management process and tools. Contribute to the development and maintenance of incident management documentation. Participate in regular reviews of the incident management process and implement improvements. Support the Problem Management team. Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. Fluent English in both written and oral as the working language ITIL v4 Foundation certification or higher is highly desirable. Proven experience in incident management, preferably in a large enterprise environment. Strong understanding of IT infrastructure and services. Excellent communication, interpersonal, and problem-solving skills. Ability to work under pressure and manage multiple priorities. Experience with incident management tools (e.g., ServiceNow, Jira Service Management). Experience with ticketing systems. Ability to work on call during off hours occasionally for urgent cases. Skills: Incident Management Major Incident Management ITIL Framework Communication Skills Problem-Solving Stakeholder Management Reporting and Analysis Ticketing Systems ServiceNow or similar ITSM tools - 78/64,500 3801902