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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- 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
ITIL Incident Mgmt