Incident Manager - L1

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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.

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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 KPI’s required for business and continuous improvement.
• Attending weekly call with customers and keep updating all priority incidents of whole week.

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