Job Summary
We are seeking an experienced Incident Manager with 6 to 9 years of experience to join our team. The ideal candidate will have expertise in Program-Govern & Communication ServiceNow ITSM and Incident Management within the Life and Annuities Insurance domain. This hybrid role requires proficiency in English for reading writing and speaking. The position operates during the day shift with no travel requirements.
Responsibilities
Manage and oversee the incident management process to ensure timely resolution of incidents.Coordinate with various teams to ensure effective communication and collaboration during incident resolution.Utilize ServiceNow ITSM to track manage and resolve incidents efficiently.Develop and implement incident management procedures and policies to improve response times and resolution rates.Monitor and analyze incident trends to identify areas for improvement and implement corrective actions.Provide regular updates and reports on incident status to stakeholders and management.Ensure compliance with industry standards and best practices in incident management.Conduct post-incident reviews to identify root causes and implement preventive measures.Collaborate with the Life and Annuities Insurance domain experts to understand business impacts and prioritize incidents accordingly.Train and mentor team members on incident management processes and tools.Maintain a high level of customer satisfaction by ensuring incidents are resolved promptly and effectively.Participate in continuous improvement initiatives to enhance the incident management process.Ensure all incident management activities are documented accurately and comprehensively.
Qualifications
Must have strong experience in Program-Govern & Communication ServiceNow ITSM and Incident Management.Should possess domain expertise in Life and Annuities Insurance.Must be proficient in English for reading writing and speaking.Should have a minimum of 6 years and a maximum of 9 years of relevant experience.Must be able to work in a hybrid work model.Should be available for day shift work.Must have excellent communication and interpersonal skills.Should have strong analytical and problem-solving abilities.Must be detail-oriented and able to manage multiple tasks simultaneously.Should have experience in developing and implementing incident management procedures.Must be able to work effectively under pressure and meet deadlines.Should have a customer-focused approach and a commitment to delivering high-quality service.
Certifications Required
Certified Incident Manager
