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Incident Manager - L1

Incident Manager - L1

Wipro

3 - 5 years

4 - 8 Lacs

pune

Posted:None| Platform:

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Skills Required

it services service management incident management service improvement itil it operations management knowledge management problem management change management itil certified servicenow itsm service delivery management itil foundation

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 CustomerRegular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycleKnowledge management activities - creation and sustenanceMeet the SLAs and other KPIs agreed and produce the Process Performance ReportsEnsuring 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 AssessmentsConduct Incident and Major management training and spread awarenessMonitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

KEY SKILLS AND COMPETENCIES
Excellent people management and operational skills
Ability to interact with all levels of the Customer and IT provider organizationGood presentational skillsEffective communication skillsReasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issuesITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification5-8 years of experience in IT Service Management

Mandatory Skills: ITIL Incident Mgmt.Experience: 3-5 Years.

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Incident Manager - L1