Incident Controller I

5 days ago


Noida Uttar Pradesh, India Stefanini, Inc Full time

Coordinate the daily execution of the incident management process.
- Facilitate regular incident review meetings.
- Communicate changes and issues in the environment that may affect service desk and deskside incident volume.
- Identify opportunities to minimize exceptions to processes and propose a framework for sustainable practices.
- Monitor the effectiveness and efficiency of the incident management process.
- Identify functional escalation points for tickets when required.
- Oversee the lifecycle of all open incidents/requests to communicate issues or potential issues with vendors, clients, technicians, and leadership resources, and to detect and prevent SLA and/or KPI breaches.
- Coordinate the broadcasting of status updates to key stakeholders, resource teams, and leadership teams.
- **Professional Experience**:

- Minimum [3 years] of experience in IT service management or incident management roles.
- Proven experience managing high-impact incidents.
- ** Technical Skills**:

- Proficiency in incident management tools (e.g., ServiceNow, BMC Remedy).
- Strong understanding of ITIL framework and best practices.
- Ability to analyze incident data and generate reports.
- ** Soft Skills**:

- Good verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Strong interpersonal skills for collaboration across teams.
- ** Personal Attributes**:

- Ability to work well under pressure and adapt to changing priorities.
- Strong attention to detail.
- Proactive approach to identifying issues and implementing solutions.
- ** Certifications (Optional but Preferred)**:

- ITIL Foundation or higher certification.
- Relevant certifications in incident management or IT service management.


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