Incident And Problem Manager

Skillventory

10 - 15 years

7 - 13 Lacs

mumbai navi mumbai

Posted:None| Platform:

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Skills Required

itil certified problem management incident management kpi itsm sla

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Manage the IT service delivery (IM, PM) team, providing leadership, guidance, and coaching to ensure excellent service delivery.
Oversee the management of incidents, problems, ensuring timely resolution and minimal impact on customers.
Develop and manage service management processes, procedures, and documentation.
Understanding of the process specified by the Information Technology Infrastructure Library (ITIL) process.

Policies, Processes & Procedures:

Incident Management- Problem Management

Oversee the management of incidents, problems, ensuring timely resolution and minimal impact on customers.
Ensure SLAs are met or exceeded and implement improvements to achieve higher levels of service quality.
Conduct regular service reviews with Internal IT to ensure satisfaction and identify areas for improvement.
Identify opportunities for service improvement and implement changes to increase efficiency and effectiveness.
Manage service delivery metrics, reporting, and analytics to measure performance and drive improvement.
Responsible for overseeing and managing high-impact incidents within an organization.
Work closely with IT operations, service delivery, and other relevant departments to ensure alignment and effective incident management.
Understand and support the problem team to analyze recurring or high severity incidents using fish bone or 5 why technologies.

Preferred candidate profile

Essential: Bachelor in IT/CS
Preferred: Bachelor in IT/CS, ITIL/ITSM Certifications

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