
Incident Management Team Lead
5 days ago
The Incident Management Leader is responsible for overseeing the efficient and effective management of incidents within our organization. This role requires a high level of customer focus, communication skills, and ability to influence individuals and teams.
Key Responsibilities:
- Aiding Service Management team on major issues
- Driving the efficiency and effectiveness of the incident management process
- Monitoring the effectiveness of incident management and making recommendations for improvement
- Ensuring timely submission of weekly/monthly productivity reports and Dashboards and having discussions with SO and SDM on regular intervals
- Responsible for meeting targets of KPIs and SLAs
- Ensuring 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions
- Providing information (input) to the Problem Manager
- Providing a point of escalation for user issues
- Demonstrating and increasing the value proposition of the incident management team and IT operations
- Managing a team of 6 to 8 members and its associated activities
Technical Skills:
- Experience in IT enabled services -IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)
- Good knowledge of ITIL service management processes
- ITIL Certified (Mandatory)
- Experience of managing a team of 4 to 10 people
- Should have independently driven major incidents (P1 and P2)
- Worked in Incident, Problem and Change Management teams
- Good Verbal and written communication
Required Qualifications:
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