Major Incident Manager - L1

Job Description

• Must have handled operations in a shift independently. Knowledge of IM/MIM/ITIL, Team handling and Vendor handling skill, customer handling skill.
• Sound knowledge of Incident management, ServiceNow, Must have handled MIM independently.
• Manage incident management bridge calls with support teams, on call support application teams and management.
• Hands on experience in handling alerts in ServiceNow, manage and resolve High/Critical production and non-production jobs, initiate and manage Bridge Calls.
• In depth understanding of ITIL processes Incident Management. Identifying potential service issues and failures, along with monitoring and providing end to end solutions.
• Provide support and assistance to other Operations team members including participate in weekly Lead meetings.
• Creates incident related performance analysis and reporting for review by IT management.
• Excellent verbal and written communication skills – able to present information, status and issues in clear and concise manner with goal of driving to a decision.
• Attention to detail and complex problem-solving abilities from operational and technical perspective.
• Generating root cause analysis reports for problem causing incidents
• Aptitude for learning and rapidly mastering new applications and technology.
• Excellent analytical skills with proficiency in debugging and problem solving. Ability to work independently and as a part of team. ITIL Certified

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KEY SKILLS AND COMPETENCIES
•    8-10 years exp in driving the service operations. 
•    Min 8 year of experience in managing the IM and MIM processes
•    Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
•    Strong analytical, communication, presentation and reporting skills
•    Good leadership, people management and operational skills
•    Should have exposure to ITIL practices.
•    Good written & verbal communication skills
•    Experience in helpdesk environment
•    Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
•    Ability to work in shift and flexible schedule 
•    Ability to motivate staff 
•    Excellent team skills with ability to listen and contribute to discussions and meetings
•    Building & Maintaining Relationships 
•    End to end ownership for customer satisfaction through levels of support
•    Planning and organization & working well with Virtual Team 
•    Virtual Team Management Skills
•    Relationship Management for services and vendors interface

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