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HTC Global Services
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Incident & Service Request Manager

Incident & Service Request Manager

HTC Global Services

4 - 6 years

3 - 7 Lacs

hyderabad

Posted:None| Platform:

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Skills Required

operations management service desk itsm incident management management slas monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role:

We are seeking an Incident & Service Request Manager with 4 to 6 years of experience in IT Service Management, with a strong focus on Incident Management.

Requirements:

Experience working in a multi-vendor or SIAM environment is preferred.

Hands on experience managing high-priority incidents and coordinating across multiple resolver groups.

Monitor end to end management of Incidents, Service Requests and Service Desk SLAs, escalating any potential or actual breaches to the SIAM governance process.

Ensure VIP issues outside the scope of delivery teams are coordinated effectively with other resolver groups for expedited resolution.

Act as the single source of truth for tracking service statuses and managing provider handoffs.

Escalate issues stuck between Level 1 and Level 2 support to SIAM for faster resolution.

Lead the operational management of incidents and problems involving multiple service providers, especially when resolution paths are unclear.

Ensure timely communication and coordination during high-severity incidents.

Participate in post incident reviews and contribute to continuous service improvement.

Maintain and update incident management documentation and SOPs.

Collaborate with cross-functional teams to enhance incident response and resolution processes.

Monitor and report on incident trends and performance metrics to drive improvements.

#LI-Onsite #LI-MK2

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