Incident Manager

1 week ago


Bengaluru, Karnataka, India Capgemini Full time
Job Description
  • Proven experience in incident management within an IT service management framework
  • Familiarity with incident management tools and systems e g ServiceNow Jira etc
  • Strong understanding of ITIL Information Technology Infrastructure Library principles especially in the context of Incident Management
  • Lead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptly
  • Implement incident resolution procedures to restore services within agreed upon service level agreements SLAs
  • Establish and maintain a classification system for incidents based on impact and urgency
  • Prioritize incidents according to their business impact and criticality
  • Communicate incident status updates and resolutions to relevant stakeholders including end users management and support teams
  • Act as the primary point of contact for incident related communications
  • Implement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breaches
  • Collaborate with support teams and management to expedite incident resolution
Primary Skills
  • Incident manager
  • ITIL Certified Service now tool
Secondary Skills
  • An effective communicator with excellent interpersonal analytical and client servicing abilities
  • Analytical approach to working
  • Flexibility within role and flexible approach to assigned work
  • Enthusiastic confident with a can do attitude

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