Major Incident Manager

Currently we at Zensar are hiring for Major incident manager with the below JD.

Interested candidates can share their profile with me shruthi.rangaraj1@zensar.com along with the below details

Years of exp

Rel Exp

Current CTC

Exp CTC

Notice Period

• Candidate with 6-8 years of experience of Incident, Major Incident & Service request management processes of ITSM
• The role requires proactively run incident processes and analyze incident metrics.
• Identifying changes in the support processes and change the incident management process respectively
• Conduct regular review of incident management process and drive improvement to the process, tools, templates, documents and reports with customer counterparts
• Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes within vendor and customer's internal support teams
• Experience of leading and managing Major incidents from notification to service restoration
• Regular communication to internal and external stakeholders within SLAs
• Good knowledge on the Service Request Management process
• Creation and presentation of customer facing incident reports and trend analysis.
• Have strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritization based on impact to the business.
• Using ServiceNow as a Service Management tool
• ITIL V3/V4 foundation certification is must & Service Operation certification will be an added advantage