Lead - Incident Management

Required Skills
Behavioral | Aptitude | Tasks Related Skills Behavioral | Microland Skills | Execution Excellence Behavioral | Aptitude | Data Related Skills Education Qualification :
Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Define monitoring and measurement parameters for the process in-line with defined deliverable and signed-off SLA 2. Train team members on changed processes/procedures 3. Give feedback basis performance against benchmark Incident Management (IM) 4. Identify process deficiency to drive efficiency 5. Achieve improved availability through improved service restoration methods 6. Identify training needs, Analyze cause and effect at process level, 7. Change Management (CM) Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching 8. Configuration Management - Audit CMDB for correctness and completeness of Cis (Configuration Information), Analyze process for deficiency, run training campaign, Audit and review process to strengthen CMDB process management 9. Release Management (RM), Analyze the Releases from quality, timelines view, Supply inputs to Incident and Problem management teams 10. Availability Management (AM) - Implementation of Availability Management process on basis of: Business Plans, Customer SLA s, Risk identification mechanism 11. Compliance management - Deliver trainings on defined Processes, metrics and audits, Process performance monitoring to identify actual and potential failure modes, take necessary actions to improve performance 12. Financial Management (FM) - Allocate costs as per catalogue for services obtained, Monitor correctness of process 13. Capacity Management (CM), Delegate responsibility for performance and capacity monitoring and alerting tasks, Report provision and advice to other areas of IT and the business. 14. ITSCM - Decide on Initiating BCM, Define policies, process authority SLA management, Create and update service catalogue, Update and run service improvement program ITSM, Define and manage IT Security policy 15. Vendor Management (VM), Define VM in RFP, selection, compliance criteria on various requirements