ITSM Manager

As an ITSM Manager, you will play a crucial role in the management of incidents and service restoration. Your responsibilities will include: - Being the escalation point for call and notification management, serving as the first point of contact for service restoration. - Working in 24/7 operations and project support for Major Incident Management activities. - Adhering to the Responsibilities detailed in the Incident Process. - Investigating and diagnosing Major Incidents to restore failed Applications or Services promptly. - Documenting troubleshooting steps and service restoration details for an accurate timeline. - Providing periodic major incident metrics reports to top management during bridge calls at specified intervals. - Collaborating to create action plans with specific actions, roles, deadlines, and ensuring their completion. - Driving the Bridge call with end-to-end responsibilities until closure. - Following the proper escalation matrix during and after the bridge calls. - Being accountable for the Major Incident Management process and continuously improving it to meet business objectives. - Having knowledge in ServiceNow & MS List is an added advantage. Qualifications required for the ITSM Manager position: - 6 to 8 years of relevant experience. - Proficiency in ITSM and Incident Management. Please note that the hiring process for this position consists of: - Screening (HR Round) - Technical Round 1 - Technical Round 2 - Final HR Round If you are passionate about incident management and possess the necessary skills and experience, we encourage you to apply for this challenging role.,