Service Management Practitioner

Project Role : Service Management Practitioner
Project Role Description : Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.
Must have skills : Incident Management
Good to have skills : Service Integration and Management (SIAM)
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Role: Major Incident Manager. Time : 24X7 Rotational shifts and Oncall support during weekends. Role Description: Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. The Major Incident Manager/ Incident manager is responsible for the end-to-end management of all IT major incidents and escalated issues. Responsible for managing the lifecycle of all Problems Records & Knowledge Articles. Provide problem & knowledge management reporting. Also, one of the primary objectives is to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented & manage quality knowledge base. Must Have Skill: ITIL /SIAM Foundation Certified, Good To-Have Skill: SIAM Professional, ITIL Intermediate and Azure Fundamentals certified. Key responsibilities: IM/MIM: Their role and responsibilities are extremely varied and include (amongst others): Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution. Being accountable for resolving the outage via workaround or permanent fix. Ensuring all administration and reports are maintained and up to date, including contacts information, post major incident reviews. Supporting and nurturing process improvements and knowledge base improvements. Continually maintaining and developing tools and resources to manage major incidents effectively. Providing periodic major incident metrics reports. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process among multiple vendors. Professional & Technical Skills: - Must To Have Skills: Proficiency in Incident Management. - Good To Have Skills: Experience with Service Integration and Management (SIAM). - Strong understanding of service management principles and best practices. - Experience in incident resolution and problem management. - Knowledge of ITIL framework and its application in incident management. - Excellent communication and interpersonal skills. - Ability to work collaboratively in a team environment. - Strong analytical and problem-solving abilities. Additional Information: - This position is based at our Bengaluru office. - A 15 years full-time education is required.