IT Governance Specialist | IT CIB

The IT Governance Specialist is responsible for managing the lifecycle of all incidents within the organization, ensuring that they are resolved in a timely manner and that service disruptions are minimized. This role involves coordinating with various IT teams, maintaining communication with stakeholders, and implementing best practices for incident management.

Key Responsibilities:

• Oversee the incident management process, ensuring incidents are logged, categorized, prioritized, and resolved efficiently.
• Act as the primary point of contact for all incident-related communications, providing updates to stakeholders and ensuring transparency throughout the incident lifecycle.
• Collaborate with IT support teams to diagnose and resolve incidents, facilitating root cause analysis and implementing corrective actions to prevent recurrence.
• Monitor incident trends and metrics, preparing reports for management to identify areas for improvement in incident response and resolution processes.
• Develop and maintain incident management documentation, including policies, procedures, and knowledge base articles.
• Conduct regular training sessions for IT staff on incident management best practices and tools.
• Participate in post-incident reviews to evaluate the effectiveness of the incident response and identify opportunities for process enhancements.
• Ensure compliance with ITIL (Information Technology Infrastructure Library) standards and other relevant frameworks.
• Manage escalations and ensure timely resolution of high-impact incidents.
• Foster a culture of continuous improvement within the incident management team.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Experienced in Advanced Excel and PowerBI
• Minimum of 5 years of experience in IT service management, with a focus on incident management.
• Strong understanding of ITIL principles and practices.
• Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders.
• Proven problem-solving skills and the ability to work under pressure.
• Familiarity with incident management tools and software like ServiceNow.
• ITIL certification is preferred.
• Python or any coding experience.

Our workplace reflects the vibrant spirit of our locations, with initiatives such as a Green Transportation Budget, electric bikes and a flexible Hybrid Work Policy. We promote wellbeing through the Honolulu Wellness Club, a Prayer Room, a Lactation Room, and themed Villages that inspire creativity and collaboration. Through our ESG and DEI strategies, we are committed to being inclusive, caring, and fair, ensuring every voice is heard and valued.