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Title: Incident Manager

Requisition ID: 17226

City: Chennai

Country/Region: IN

Job Description

Do
RESPONSIBILITIES
•   Drive the efficiency and effectiveness of the Incident Management process
•   Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer
•   Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
•   Knowledge management activities - creation and sustenance
•   Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
•   Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.
•   Bring in Service improvements and close the Gaps as per the Audits and Assessments
•   Conduct Incident and Major management training and spread awareness
•   Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

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KEY SKILLS AND COMPETENCIES
•   Excellent people management and operational skills
•   Ability to interact with all levels of the Customer and IT provider organization
•   Good presentational skills
•   Effective communication skills
•   Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
•   ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
•   5-8 years of experience in IT Service Management

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Competencies

Client Centricity

Passion for Results

Execution Excellence

Collaborative Working

Learning Agility

Problem Solving & Decision Making

Effective communication

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