• Primary Skill               : Incident Manager, Major Incident Manager
• Role                              : Incident Manager, Major Incident Manager
• Location                      : Chennai (Must) with all 5 days work from office

Key responsibilities

• Sound knowledge of Incident management, ServiceNow.
• Manage incident management bridge calls with support teams, on call support application teams and management.
• Hands on experience in handling alerts in ServiceNow, manage and resolve High/Critical production and non-production jobs, initiate, and manage Bridge Calls.
• In depth understanding of ITIL processes Incident Management. Identifying potential service issues and failures, along with monitoring and providing end to end solutions.
• Provide support and assistance to other Operations team members including participate in weekly Lead meetings.
• Creates incident related performance analysis and reporting for review by IT management.
• Excellent verbal and written communication skills – able to present information, status and issues in clear and concise manner with goal of driving to a decision.
• Attention to detail and complex problem-solving abilities from operational and technical perspective.
• Generating root cause analysis reports for problem causing incidents
• Aptitude for learning and rapidly mastering new applications and technology.
• Excellent analytical skills with proficiency in debugging and problem solving. Ability to work independently and as a part of team. ITIL Certified
• Track and communicate progress of problem(s) to relevant parties.
• Review progress/results with client and/or (senior) management.
• Maintain Known Error database. Problem management reporting and metrics
• Drive the process the adherence during any Incident Handling
• Participate in the Incidents to ensure that all parties contribute to the resolution.
• Coordinate between multiple support teams and with vendors to delivery incident resolution.
• Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required.
• Inform the respective owners on the open incidents.
• Validate the impact on the incident and update customer on the further action.
• Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews
• Verify Root Cause and solution options and/or temporary solution.
• Track Corrective Actions to completion.
• Approve results of Corrective Actions based upon predefined verification criteria.
• Approve solution propagation activities and results of Root Cause Analysis.
• Assist work groups in prioritising workload to meet service level commitments.
• Liaison with the process team to provide any work arounds if available.
• Review all incidents of the day for logical closure.
• Initiate problem management on all P1and P2 tickets.
• Attend to the Mailbox and ensure all mails are responded.
• Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented.
• Update the details on the Incident in the tool and manage the overall execution of the Incident.