IT Incident Manager

MSC Cruises, the 3rd largest cruise operator globally, is seeking a highly skilled and experienced IT Incident Manager to join our dynamic and international team in Naples. As an IT Incident Manager, your primary responsibility is to ensure the effective and efficient management of IT incidents within the organization. You will play a crucial role in minimizing the impact of incidents on business operations, maintaining service levels, and facilitating timely resolution. The job purpose encompasses leading incident response efforts, coordinating with cross-functional teams, and implementing preventive measures to enhance overall IT resilience.

• 5 to 7 years’ proven experience as IT Incident Manager.
• Master's degree in computer science, engineering or equivalent.
• Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills.
• Effectively managing key stakeholders both internally and externally in the organisation. Experience in supplier’s governance and services setup & management.
• Proven experience in Incident Management, ITIL or other relevant frameworks.
• ITSM ServiceNow Platform knowledge, any certification is an advantage that will be very appreciated.
• Demonstrated success in implementing preventive measures and driving continuous improvement.
• Experience in risk assessments and prioritizing incident response efforts.
• Lead and coordinate the response to IT incidents, ensuring swift and effective resolution.
• Act as the focal point for all communication related to incidents, both internally and externally, keeping all the stakeholders informed about incidents' status and resolution progress.
• Conduct thorough post-incident analyses to identify root causes, contributing factors, and lessons learned.
• Document incident details, resolutions, and future prevention and improvement recommendations.
• Collaborate with IT teams, service providers, and other relevant stakeholders to ensure a cohesive and unified response to incidents.
• Develop and execute proactive measures to prevent recurring incidents, incorporating risk assessments to identify vulnerabilities and prioritizing incident response efforts accordingly. Facilitate regular incident simulation exercises, adapting response plans for enhanced effectiveness based on outcomes.
• Drive continuous improvement initiatives based on incident analysis and feedback.
• Develop and deliver training programs to enhance the incident response capabilities of IT and non-IT staff.
• Right to work in Italy.