Primary Skill: Major Incident Management
Location: Bangalore
Yrs of exp: 5 to 12yrs
Responsibilities
- Manage and resolve incidents efficiently to minimize downtime and ensure business continuity.
- Oversee the Service Desk operations ensuring timely and effective support for all users.
- Utilize Service Now to track manage and resolve incidents and service requests.
- Provide technical support and troubleshooting for Windows-based systems and applications.
- Collaborate with cross-functional teams to identify and implement improvements in IT processes.
- Develop and maintain documentation for incident management and service desk procedures.
- Monitor system performance and proactively address potential issues to prevent disruptions.
- Ensure compliance with company policies and industry standards in all IT operations.
- Conduct regular training sessions for service desk staff to enhance their technical skills and knowledge.
- Lead root cause analysis for major incidents and implement corrective actions to prevent recurrence.
- Coordinate with vendors and third-party service providers to resolve complex technical issues.
- Participate in IT projects and initiatives providing technical expertise and support as needed.
- Maintain a high level of customer satisfaction by delivering prompt and effective IT support.
Qualifications
- Possess a strong background in Incident Management with a proven track record of resolving complex issues.
- Demonstrate expertise in Service Desk operations with experience in managing support teams.
- Have extensive experience with Service Now including incident tracking and service request management.
- Show proficiency in Windows environments with the ability to troubleshoot and resolve technical issues.
- Exhibit excellent communication and interpersonal skills with the ability to work effectively with diverse teams.
- Display strong problem-solving abilities with a focus on delivering practical and efficient solutions.
- Hold relevant certifications such as ITIL Microsoft Certified: Windows Server or ServiceNow Certified System Administrator.
Certifications Required
- ITIL Microsoft Certified: Windows Server ServiceNow Certified System Administrator