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Incident Manager

Tata Tele Business Services (TTBS)

10 - 15 years

12 - 17 Lacs

pune

Posted:None| Platform:

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Skills Required

it services rca remediation managed services process improvement incident management cross functional coordination continuous improvement sla management monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Professional Experience :

1. 10+ years of expertise in managing 24X7 IT services, operations

2. minimum 5+ years Hans on experience in incident Management of Cloud & SaaS Managed services

3. Proven experience in handling Major Incident Response and Resolution management, Cross functional co-ordination, Communication and stakeholder expectation management

4. Proven experience in ITSM Tool Monitoring and Management for Incident, Problem and SLA management

5. Technical analysis : ability to analyze Logs, error messages and Tech report and ability to identify RCA and Remediation

6. Drive Team towards key Support KPIs/SLA Compliance

Key certifications

1.ITIL Certified

2. Fundamental Technical certification in Cloud and SaaS Technologies

Key KPI Demonstrations

1. MTTR Reduction

2. Recurring incident elimination

3. Incident SLA management

4. CSAT ( Stakeholder expectation Management)

5. Process improvement ( Incident, Problem and SLA management )

6. Knowledge management

Soft skills :

1.Excellent written and verbal communication skills

2.Ability to cope with Business Ops pressure and handle cross functional team towards Resolution

3.Major incidents can happen at any time . Ability to cope with Time pressure and be ready to be available round the clock to handle Major Incidents

4.Ability to monitor incident management processes, Tools and Document and recommend continuous Improvement .

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Tata Tele Business Services (TTBS)

Telecommunications

Mumbai

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Incident Manager