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Incident Manager | 6 to 9 years | Mumbai, Pune

3 months ago

Bengaluru, India Capgemini Full time
Job Description

Proven experience in incident management within an IT service management frameworkFamiliarity with incident management tools and systems e g ServiceNow Jira etcStrong understanding of ITIL Information Technology Infrastructure Library principles especially in the context of Incident ManagementLead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptlyImplement incident resolution procedures to restore services within agreed upon service level agreements SLAsEstablish and maintain a classification system for incidents based on impact and urgencyPrioritize incidents according to their business impact and criticalityCommunicate incident status updates and resolutions to relevant stakeholders including end users management and support teamsAct as the primary point of contact for incident related communicationsImplement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breachesCollaborate with support teams and management to expedite incident resolutionPrimary Skills

Incident managerITIL Certified Service now toolSecondary Skills

An effective communicator with excellent interpersonal analytical and client servicing abilitiesAnalytical approach to workingFlexibility within role and flexible approach to assigned workEnthusiastic confident with a can do attitude