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