Overview

Looking for Incident Managers with 5+years of experience ,who is responsible for the end-to-end management of all IT incidents

Responsibilities
  • Incident Manager is responsible for the end-to-end management of all IT incidents
  • Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations via workaround or permanent fix.
  • Should be able to define and manage Incident Management process for the team and be responsible for the team deliverables
  • Monitors all the service requests on a daily basis and manages the service in line with the SLAs and the Key Performance Indicators
  • Designs, implements & report on metrics and performance reports against the defined objectives
  • Responsible for timely availability of resources and their utilization
  • Ensures compliance with  processes and policies including but not limited to all Information Security, Confidentiality and Non-Disclosure clauses signed
  • Ability to manage conversations in conference calls during a high severity incident reported.
  • Remediate deviation of  defined processes
  • Point of contact for all Major Incidents
  • Represent the first stage of escalation for Incidents
  • Performs load analysis of the tean and trend analysis of incidents
  • Identify, initiate, schedule and conduct incident reviews
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.    

Key Skills:

 

  • Excellent Problem-solving and Documentation Skills
  • Proven customer service skills
  • Familiarity with Information Technology Infrastructure Library (ITIL) methodologies especially Incident Management process
  • Strong Command of the English Language (Verbal & Written)
  • Active Listening
  • Attention to Detail
  • Methodical mind
  • Calm under pressure.  


Note : The candidate should be willingness to work during IST night timings 

Qualification: BTech/MCA

Interested candidates may forward their detailed resumes to the contact email along with their notice period, current and expected CTC details.

Rush your resumes to careers@reflectionsit.in