Manager - Enterprise Incident Management

2 weeks ago

pune, India Jobs for Humanity Full time
Job Description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Computer Science

Travel Percentage :

0%

ITIL Manager - Major Incident Manager – 12-15 Yrs - Pune

About this Team:

The Incident Management team will be responsible for end-to-end incident management for our clients. The team will handle issues that are reported by our Banking clients. They would review, assess, escalate, communicate and resolve the incidents for our clients. This is a 24X7 team that will operate out of India and support our Banking clients in North America.

What you will be doing:

  • The manager will be responsible for end to end operations for the team
  • Manages the operations of the Enterprise Incident Management Team by evaluating priority of incidents as a level one or two
  • He/She will manage the team by providing feedback, direction and support on a day to day basis
  • Person will be responsible for schedules and coverage
  • They will work directly with the stakeholders and report of team performance and metrics
  • The person will be responsible for service improvement and automation
  • Ensures problem prevention activities are tracked and implemented as appropriate
  • The person will be responsible for providing leadership on Incidents

What you bring:

  • The candidate needs to have 12+ Yrs of strong experience in handling Incident Management operations and people management in a 24X7 environment
  • Strong people management skills to be able to manage a team across shifts
  • Needs to have strong analytical skills and ability to deep dive into data to identify trends and improvement opportunities
  • Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
  • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organisation
  • Strong background in automation and service improvement projects

What we offer you:

  • An exciting opportunity be a part of World’s Leading FinTech Product MNC
  • A range of benefits designed to help support your lifestyle and wellbeing
  • A multi-faceted job with a broad spectrum of responsibilities
  • A modern international work environment and a dedicated and innovative team

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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