ITIL Incident Management Specialist

3 weeks ago

Pune, Maharashtra, India Exela Technologies Full time

Job Title: ITIL Incident Management Specialist

Location: [Pune, India]

Department: IT Services

Reports To: IT Service Management Lead

Position Overview:

The ITIL Incident Management Specialist oversees the incident management process to ensure timely resolution of IT service disruptions and minimize business impact. This role involves coordinating between various IT teams, managing communication with stakeholders, and driving continuous improvement in incident handling processes.

Key Responsibilities:

  • Incident Management:
  • Lead and manage the end-to-end incident management process in accordance with ITIL best practices.
  • Ensure incidents are logged, categorized, prioritized, and assigned to appropriate support teams.
  • Coordinate incident resolution efforts and ensure all incidents are resolved within agreed service levels.
  • Communication and Coordination:
  • Act as the primary point of contact for all incidents, including high-impact and major incidents.
  • Facilitate communication between IT teams, stakeholders, and external vendors to ensure effective incident resolution.
  • Provide regular updates and incident reports to stakeholders and senior management.
  • Process Improvement:
  • Analyze incident trends and identify opportunities for process improvements.
  • Develop and implement strategies to enhance incident management practices and reduce incident recurrence.
  • Conduct post-incident reviews and develop action plans to address root causes and prevent future incidents.
  • Documentation and Reporting:
  • Maintain accurate and comprehensive incident records in the IT service management tool.
  • Prepare and present incident management reports, including performance metrics and analysis.
  • Ensure incident documentation is complete and adheres to organizational standards.
  • Training and Awareness:
  • Provide training and guidance to IT staff on incident management processes and best practices.
  • Promote awareness of incident management procedures and the importance of timely incident resolution.
  • Compliance and Standards:
  • Ensure adherence to ITIL standards and other relevant frameworks in incident management.
  • Monitor compliance with service level agreements (SLAs) and key performance indicators (KPIs).

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • ITIL Foundation certification; ITIL Intermediate or Expert certification preferred (if V3), ITIL 4 Foundation and other practice modules
  • Proven experience in incident management within an ITIL framework.
  • At least 10 years' experience in ITSM in multiple industry domains
  • Strong understanding of IT service management processes and best practices.
  • Excellent communication and interpersonal skills, with the ability to manage stakeholder expectations effectively.
  • Strong analytical and problem-solving skills.
  • Ability to work under pressure and manage multiple priorities.

Desired Skills:

  • Experience with IT service management tools (e.g., ServiceNow, BMC Remedy, or similar).
  • Knowledge of IT infrastructure and applications.
  • Service level management and Analytical skills
  • Project management skills and experience.
  • Ability to work collaboratively with cross-functional teams.

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