Incident Manager
4 weeks ago
Exp Level: 10 to 15 years only.
NP: immediate ONLY.
ITIL Certification is a MUST.
PAN Location.
Shift timings - Willingness to work in all 3 IST shifts.Hybrid.
Job Description :
- 10+ year's experience as an Incident Manager.
- Responsible for monitoring war-room issues/P1 and P2 Incidents and getting relevant stakeholders to be involved for the resolution of issues with minimal business impact.
- Ensure objectives of services agreed in the SoW are met continually.
- Ability to understand the SAP technology landscape (SAP ATTP) of the services being provided.
- Responsible for monitoring support teams for resolution of incidents/Tasks as per the SLA.
- Responsible for SLA/KPI tracking, management and understanding the importance of SLA compliance.
- Responsible for daily/weekly/monthly status updates to the business team.
- Coordination with support team and business teams for identification of permanent solutions for frequently occurring issues.
- Very knowledgeable in ITIL processes like Incident Management, Change Management, etc.
- Certified in ITIL.
- Good problem-management skills.
- Excellent verbal and written communication skills.
Shift timings - Willingness to work in all 3 IST shifts.
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