Incident Manager

About Us

Established in the year 2000 in the US, we have global offices in the US, India, UK, Australia, Mexico, and Canada, with best-in-class infrastructure and development facilities spread across the globe. We are an end-to-end solution provider in Banking & Financial Services, Telecom, Healthcare, Manufacturing & Energy verticals and have successfully delivered $1 billion worth of projects for more than 20 Fortune 500 companies.

Position Name

Incident Manager    

Experience

7-11 Years

Location

Bangalore

Shift Timings

Client Specific

Job Description

"Incident & Major Incident:
•    Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
•    Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
•    Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
•    Coordinating with the respective SMEs for speedy resolution of the Major Incident
•     Ensuring the Major incident is resolved within the SLAs agreed with the Customer
•     Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
Change Management 
•    Drive Change Advisory Board (CAB) meetings.
•     Evaluates IT changes for completeness and adherence to the Change Management process.
•     Conducts Post Implementation reviews for failed changes or changes that qualify for a PIR as per the Change Management process
•    Provides support and guidance for ad-hoc requests and queries from Change Management process users.

Problem Management:
•    Identify recurring incidents and perform root cause analysis to determine the underlying causes of problems.
•    Work closely with IT teams to develop and implement problem resolution plans, preventing future incidents.
•    Maintain and update the Known Error Database (KEDB) with identified root causes, workarounds, and resolutions.
•    Monitor problem management performance and track the effectiveness of problem resolution efforts.
•    Knowledge  of the problem management techniques 

        KEY SKILLS AND COMPETENCIES
•    5- 8  years exp in driving the service operations.
•    Min 4 year of experience in working on either of the 2 process above 
•    ITILV3 or ITIL4 Foundation certified
•    Knowledge of Service now is a must 
•    Ability to work in shift and flexible schedule is a must
•    Good communication, presentation and reporting skills
•    Knowledge on MS Excel 
•    Knowledge of PowerBI will be an advantage 

"

Competencies

Key Skills

Incident & Major Incident
Change Management 
Problem Management

Soft Skills

Strong Communication Skills

Qualification

Any Bachelor's degree

Certifications