Incident Manager

Job Description

Do

• Ensure the Incident resolution within the Response and Resolution SLAs
• Support the Incident Management Lead as needed and prepare the SLA Reports for Incidents
• Track the Backlog, pending, re-opened incidents and work for their closure asap.
• Coordinate with the Event monitoring teams and ensure creation of the alert-based incident creation
• Collaborate with the key stakeholders (SD Team, Customers, End users, Technical resolution team, Vendors, and CIS Delivery management team) during the incident resolution and Incident escalations and Ensure communication update is done on-time

KEY SKILLS AND COMPETENCIES
• Shall have Knowledge of the ITSM Tool; Remedy or ServiceNow or HPSM
• Shall have 3-5 years of experience in a similar role
• A minimum overall 5 year IT service experience
• Should have ITIL V3 Foundation certification
• Good analytical, communication, presentation and reporting skills

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