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Incident Manager - L1

Incident Manager - L1

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Wipro

3 - 5 years

4 - 8 Lacs

Hyderabad

Posted:3 hours ago| Platform:

Apply

Skills Required

major incident management itil framework itsm incident management itil ticketing tools networking it service desk change management helpdesk itil certified itsm ticketing technical support servicenow service desk service desk management ticketing

Work Mode

Work from Office

Job Type

Full Time

Job Description

-Major Incident Manager-B2

Shift Should be comfortable with 24*7 working environment
Experience Atleast 3 years of experience in handling Major Incident or in a similar role.
Location Hyderabad/Bangalore
Skill Set :

ITIL Framework Knowledge

Excellent Communication Skills

Client Interaction Experience

Basic understanding on Technology/ Applications Architectures

Knowledge on Reporting

Familiarity with ServiceNow Tool

ITIL certified (Preferred)

Working knowledge of ITSM ticketing tools.

Superior writing skills.

Role Description:
The role needs experienced associates who can primarily work on Major Incident Management Process. Incident Management Process/ Major Incident Manager Roles and Responsibilities

Good Knowledge in Incident life cycle from incident identification till incident closure.

Handling high priority incidents (P1 & P2) and coordinating with the respective teams as per escalation matrix.

Coordinating incident bridge calls for quick and prompt resolutions.

Prioritizing the Incidents based ion the impact and urgency.

Escalating any issues to the management team to ensure progress and resolution of P1 and P2 incidents.

Providing the workaround and restoring business within minimum impact resolving the alerts as per their priority.

Manage and monitor the tickets & Coordinate with vendor.

Have intermediate hands-on problem and change management process.

Contact the internal helpdesks for any issues relating to the helpdesk To Free Numbers.

Coordinate with that respective technical teams to get the updates on P1/P2.

Review and acting on P1/P2 incident management report as required.

Monitor the unassigned and reassigned P1 & P2 incidents and taking appropriate action.

Identify, initiate, schedule and conduct incident reviews.

Validate and correct as required the ticket category, subcategory, and service.

Assist the reassignment of misdirected P1 and P2 incident.

Maintaining all KPIs required for business and continuous improvement.

Attending weekly call with customers and keep updating all priority incidents of whole week.

Mandatory Skills:

ITIL Incident Mgmt.
Experience3-5 Years.

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Incident Manager - L1