Incident Manager

Role: incident manager

keywords: incident manager/ Request manager

Desired Experience Range: 4- 8 years

Location of Requirement: Chennai

Responsibility Expectations from the role

Incident Management / Request Management / Scout Experience Analyst

• Deliver weekly status reports and a monthly retrospective report that includes:

• Trend analysis

• Insights on performance metrics

• Analyze existing Key Performance Indicators (KPIs) to assess their relevance and effectiveness in measuring success.

• Identify leading and lagging indicators related to process health.

• Detect bottlenecks in existing processes.

• Prioritize issues affecting workforce experience.

• Analyze data specific to internal lines of business, functions, applications, and assignment groups.

• Engage with the workforce through support channels (e.g., email, Slack).

• Develop test plans for new capabilities related to business processes; conduct testing/validation as needed.

• Create and update Jira stories based on findings.

• Design process flows or modify existing ones as necessary.

• Prepare data required for monthly governance routines.

• Conduct compliance activities related to Incident & Request Management including control testing and updates.