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Capgemini
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Incident Manager

Incident Manager

Capgemini

3 - 7 years

0 Lacs

delhi all india

Posted:2 days ago| Platform: Shine logo

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Skills Required

communication servicenow jira it incidents management incident resolution procedures classification system prioritization escalation procedures itil principles

Work Mode

On-site

Job Type

Full Time

Job Description

You will be responsible for managing IT incidents within an IT service management framework and ensuring prompt resolution of issues. Your role will involve implementing incident resolution procedures, establishing a classification system for incidents, prioritizing incidents based on impact, and communicating updates to relevant stakeholders. - Lead and coordinate the response to IT incidents, engaging appropriate resources for prompt issue resolution - Implement incident resolution procedures to restore services within agreed upon service level agreements (SLAs) - Establish and maintain a classification system for incidents based on impact and urgency - Prioritize incidents according to their business impact and criticality - Communicate incident status updates and resolutions to relevant stakeholders including end users, management, and support teams - Act as the primary point of contact for incident-related communications - Implement escalation procedures to ensure appropriate escalation of incidents based on severity and SLA breaches - Proven experience in incident management within an IT service management framework - Familiarity with incident management tools and systems such as ServiceNow, Jira, etc. - Strong understanding of ITIL (Information Technology Infrastructure Library) principles, especially in the context of Incident Management Relevant certifications in ITIL or incident management would be a plus. You should collaborate with support teams and management to expedite incident resolution and coordinate with Change Management, Problem Management, and Release Management teams to ensure a seamless flow of information and resolution of underlying issues. You will be responsible for managing IT incidents within an IT service management framework and ensuring prompt resolution of issues. Your role will involve implementing incident resolution procedures, establishing a classification system for incidents, prioritizing incidents based on impact, and communicating updates to relevant stakeholders. - Lead and coordinate the response to IT incidents, engaging appropriate resources for prompt issue resolution - Implement incident resolution procedures to restore services within agreed upon service level agreements (SLAs) - Establish and maintain a classification system for incidents based on impact and urgency - Prioritize incidents according to their business impact and criticality - Communicate incident status updates and resolutions to relevant stakeholders including end users, management, and support teams - Act as the primary point of contact for incident-related communications - Implement escalation procedures to ensure appropriate escalation of incidents based on severity and SLA breaches - Proven experience in incident management within an IT service management framework - Familiarity with incident management tools and systems such as ServiceNow, Jira, etc. - Strong understanding of ITIL (Information Technology Infrastructure Library) principles, especially in the context of Incident Management Relevant certifications in ITIL or incident management would be a plus. You should collaborate with support teams and management to expedite incident resolution and coordinate with Change Management, Problem Management, and Release Management teams to ensure a seamless flow of information and resolution of underlying issues.

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Incident Manager