ITSM Service Manager

2 weeks ago

Bengaluru, Karnataka, India Overture Rede Private Limited. Full time

Job Description :

Mandatory skills :

Configuration Management, itsm, service management, knowledge management, itil, incident management, Problem Management, itil certified

The Service Manager (Incident Management Focus) role plays a pivotal role in supporting the effective implementation, execution and coordination of Incident Management processes within the European region.

- Positioned within the Service Management EU team and reporting to Regional Management in the EU, the SMIM assists in maintaining a robust framework for Incident Management.

With a primary focus on Incident Management Operations, the role provides crucial assistance to the Service Management Lead role, managing the Incident Management process.

This entails ensuring the smooth execution of Incident Management activities, aimed at minimizing disruption to business operations and effectively managing incidents when they do occur.

- The SMIM actively pursues opportunities to enhance the Incident Response capabilities during regular and major disruptions, leveraging tools such as the Configuration Management Database (CMDB), Knowledge Management (KM), and mapping of the Business Continuity Plans (BCP).

- Given the dynamic and often-times chaotic first moments of Major Incidents, possessing broad technical expertise and a keen eye for detective work is imperative for effective Incident Response.

Moreover, the SMIM must be available to support the evening and weekend Service Management ROTA (handling Major Incidents, Emergency Changes, and Emergency Extensions of Changes) once per month as minimum.

Depending on bandwidth required for Incident Management activities, the secondary duty of the SMIM will be to act as a Service Manager in the other disciplines as required.

In this secondary role, the SMIM will share responsibility with the whole Service Management team for :

Maintaining the inventory systems, Configuration Management Database (CMDB) and Knowledge

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