IT Incident Manager

2 months ago


Mumbai, India RiverForest Connections Full time

Job Description :

Position Purpose :

  • Change Management, Incident Management, Problem Management as per SLAs
  • Audit related to ITSM
  • MIS, regulatory Reporting
Direct Responsibilities :
  • 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
Contributing Responsibilities :
  • Coordination across teams to communicate on the incident / problem progress
  • Conducting trainings of IT staff for ITSM processes
  • Capacity Management
  • Audit Project Delivery
Technical & Behavioural Competencies :
  • Good understanding of ITIL processed with excellent work experience on ITSM processes
  • Excellent communication and coordination skills
Specific Qualifications (if required) :
  • 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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