Incident Manager - L1

Job Description

Do
RESPONSIBILITIES
•    Drive the efficiency and effectiveness of the Incident Management process
•    Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer
•    Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
•    Knowledge management activities - creation and sustenance
•    Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
•    Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.
•    Bring in Service improvements and close the Gaps as per the Audits and Assessments
•    Conduct Incident and Major management training and spread awareness
•    Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

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KEY SKILLS AND COMPETENCIES
•    Excellent people management and operational skills
•    Ability to interact with all levels of the Customer and IT provider organization
•    Good presentational skills
•    Effective communication skills
•    Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
•    ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
•    5-8 years of experience in IT Service Management 

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