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IT Incident Manager
2 months ago
Job Description :
Position Purpose :
- Change Management, Incident Management, Problem Management as per SLAs
- Audit related to ITSM
- MIS, regulatory Reporting
- Incident, Change, problem management as per the SLAs and as defined in the procedures
- Logging all relevant Change/incident/Problem/service request details, allocating categorization and
- prioritization codes
- Providing first-line investigation and diagnosis
- Resolving Change/incident/Problem//service requests when first contacted whenever possible
- Escalating Change/incident/Problem//service requests that they cannot resolve within agreed timescales
- Keeping users informed of progress
- Closing all resolved Change/incident/Problem/, requests and other calls
- Conducting customer/user satisfaction call-backs/surveys as agreed
- Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc
- Driving Problem management process to ensure recurring issues and critical incident root cause is correctly identified and track till closure
- Participation in GCP, IG, regulatory audits related to ITSM
- Configuration of the ITSM tool to ensure the attributes as documented in the procedures are well captured in the tool.
- Drive CAB meetings
- Ensure yearly change freeze process
- Coordination across teams to communicate on the incident / problem progress
- Conducting trainings of IT staff for ITSM processes
- Capacity Management
- Audit Project Delivery
- Good understanding of ITIL processed with excellent work experience on ITSM processes
- Excellent communication and coordination skills
- ITSM Management
- Working Knowledge of Broking industry
- Service Now Tool / ManageEngine
- Excel, Management : Track and Record all the changes inorganization level
Incident Management : Record and follow up wit the Application Support team andother stakeholders. Reporting
Problem Management : Record and follow up with the Application Support team andother stakeholders.Reporting (ref:hirist.tech)
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