Job Description
Please find below JD for the position of an Incident Manager. Position: Service Management Incident Manager Job Responsibilities: An Incident Manager - acts as the day-to-day interface into the Incidents process and is responsible for driving/ensuring the execution of the process. Specific responsibilities include: Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation, etc.) Interface with Problem Management and participate in Problem Review board or PIR (post Incident review and help Problem manager to publish the RCA with corrective and preventative actions (CAPA) Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are resolved within agreed TAT. Acting as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule Responsible for preparations and publishing the prescribed incident and Service request related reports as per the defined timelines Check the incident tickets for any deficiencies with respect to the key field updates to ensure the quality of the incident information, as prescribed in the process Communicating inefficiencies and deficiencies related to the process to the process owner Assisting in reassignment of misdirected incidents Assisting, if required with correcting invalid incident Priority Identifying areas for improvement using key measurements Directing users to steady state education on line presentations and assisting as required with steady state education to process users when requested or when circumstances indicate that education would improve process execution Reviewing business justifications for Priority changes Education: Graduate degree or equivalent qualification in Computer Science, IT, Electronics & telecommunication Experience Requirements 10-14 years of relevant industry experience in which minimum 6 to 8 years of experience should be as a technical Incident Manager or similar profile in technical delivery environments. Technical Skills - Proficient in using MS Office tools. - ITIL Intermediate/expert Certification - Knowledge of COBIT framework - Reporting skills - Experience in Technical helpdesk - ISO 20000/BS15000 knowledge or having implemented Soft Skills - English speaking is a MUST - Good verbal & written communication - Interpersonal skills - Should have sound Technical Skills for Remote Resolution. - Problem solving and diagnostic skills - Telephonic skills / Email Writing Skills - Team working skills
