Global Service Manager, Incident Management

• Monitor, Manage and Control the entire life Cycle of the Incident
• Establish and operate Governance Framework for SLA Governance and Performance related with Incident Management
• Develop Automated functions for Incident Management that is consumed for Faster Resolution by using tools like ServiceNow, Splunk based monitoring , Knowledge Management
• Establish continuous efficiency of the Event Management and ensure pro-active prevention of the incidents
• Be accountable for maintaining Compliance Posture for Incident Management
• Interlock with stakeholders (internal and external) to continuously improve Service Availability and Performance. Ensure there are SIP running to demonstrate continuous improvement
• Manage all the processes related with Services
• Ensure the Major Incident Management Resolution is owned and resolved end to end
• Be responsible for dashboards, reports proving an updated status
• Ensure the Incident Management are resolved on timely basis and raise risk in case of any inherent issue making them unavailable / partially available
• Ensure a proper artifact and records are maintained for incident resolution for the purpose of Root Cause Analysis and Problem Management
• KPI based monitoring to ensure ageing of the incident is under control
• Ensuring Customer Satisfaction with each incident resolution
• Manage an updated contact information system for Support including external parties, application owners, business owners and internal teams
• Should mentor for clear and effective communication for the Major Incident Management Team

Work Experience:

• Significant IT experience in operations and system management.

• In-depth experience in Service Management or Engineering of a global service portfolio in similar areas as above, across geographies and business areas.
• Ideally ITIL Certified
• Automation Tools for Dashboards, Reports
• Knowledge of ITSM Tools and ticketing tools preferably Service Now