
Associate Director, Incident Management, Technology
3 days ago
Major accountabilities:
- Minimum experience of 12 years while working as Manager for last 6 years
- Monitor, Manage and Control the entire life Cycle of the Incident at the Enterprise Level including Infrastructure and Application
- Establish and operate Governance Framework for SLA Governance and Performance related with Incident Management
- Develop Automated functions for Incident Management that is consumed for Faster Resolution by using tools like ServiceNow, Splunk based monitoring , Knowledge Management
- Establish continuous efficiency of the Event Management and ensure pro-active prevention of the incidents
- Be accountable for maintaining Compliance Posture for Incident Management
- Interlock with stakeholders (internal and external) to continuously improve Service Availability and Performance. Ensure there are SIP running to demonstrate continuous improvement
- Manage all the processes related with Services
- Ensure the Major Incident Management Resolution is owned and resolved end to end
- Be responsible for dashboards, reports proving an updated status
- Ensure the Incident Management are resolved on timely basis and raise risk in case of any inherent issue making them unavailable / partially available
- Ensure a proper artifact and records are maintained for incident resolution for the purpose of Root Cause Analysis and Problem Management
- KPI based monitoring to ensure ageing of the incident is under control
- Ensuring Customer Satisfaction with each incident resolution
- Manage an updated contact information system for Support including external parties, application owners, business owners and internal teams
- Should mentor for clear and effective communication for the Major Incident Management Team
Minimum Requirements:
Work Experience:
Significant IT experience in operations and system management.
In-depth experience in Service Management or Engineering of a global service portfolio in similar areas as above, across geographies and business areas.
- Ideally ITIL Certified
- Automation Tools for Dashboards, Reports
- Knowledge of ITSM Tools and ticketing tools preferably Service Now
- Working knowledge of KPI, Score cards
- Experience of Contract Governance
- Experience in reporting to technical and non-technical organizations
- Experience in waste reduction through process improvement and automation
Skills:
- Analytical Thinking.
- Communication Skills.
- Team Management and Leadership skils
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