Incident Manager – 4 to 6 Years – Mumbai & Bangalore
Any Graduate & ITIL Certified
- Incident Manager Description The Incident Manager is responsible for a smooth flow of the process across Tiers and across Towers for one or more customers. He is responsible for correctly configuring the Incident Management targets in Service Management tooling. He monitors the overall functioning of the process for one or more customers . In case of exceptions, the Incident Manager acts as a SPOC reports and analyses the exceptions to stakeholders, and proposes improvements in order to mitigate these exceptions
- Accountabilities: Monitor, report and analyze the quality of problem handling including compliance to agreements on individual problems and Design Process and Procedures . Propose mitigations and improvements Facilitate process improvement plans, both customer specific and generic Feedback results to improvement plan owners and action holders, Support and manage special procedures eg. P1, Complaints procedure etc.. o Escalate exceptions
- Tasks ,, Monitoring on SLA compliancy ,, Escalate exceptions to respective roles ,, Act as operational SPOC and SME for Incident Management ,, Maintain and support customer process implementation,, Provide SLR comment , voice over on SLR data. ,, Take care of escalations in the progress of tickets and decide on the next steps.
Experience:- 4 to 6 Years
Job Location:- Mumbai & Bangalore
Contact Person – Pratiksha Sonavane