Senior IT Process Manager

Encore Capital Group

6 - 10 years

8 - 12 Lacs

gurugram

Posted:6 hours ago| Platform:

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Skills Required

it services service management change management process improvement analytical consulting incident management scheduling itil monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsible for driving, managing, and coordinating the response to all major incidents including escalation, follow through, dissemination of workarounds or resolution advice and closure.
Responsible for timely, clear, accurate and punctual communications to stakeholders and customers.
Driving the efficiency and effectiveness of the incident management process.
Ensuring that all IT teams follow the incident management process for every incident.
Responsible for chairing and driving major incident management bridges to reduce MTTR (Mean Time to Repair).
Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes
Acting as process owner of incident management and liaison with other service management processes.
Maintain and improve the Incident Management process by working with senior management across vast communities of our business.
Create and maintain required documentation (policies, standards, baselines, guidelines, and procedures)
Gathers, consolidates, and refines data to publish executive, operational, and management level reporting and analysis.
Drive improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence.
Plans and manages support for request fulfillment tools and processes.
Manage, coordinate, track, and report on service request and service catalogue management activities.
Monitoring and reporting the agreed Key Performance Indicators (KPI) corresponding to the compliance with customer and management.
Responsible for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.

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