Incident Manager

1 week ago


Bengaluru, Karnataka, India Wipro Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Do

RESPONSIBILITIES

Drive the efficiency and effectiveness of the Incident Management process

Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer

Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle

Knowledge management activities - creation and sustenance

Meet the SLAs and other KPIs agreed and produce the Process Performance Reports

Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.

Bring in Service improvements and close the Gaps as per the Audits and Assessments

Conduct Incident and Major management training and spread awareness

Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

KEY SKILLS AND COMPETENCIES

Excellent people management and operational skills

Ability to interact with all levels of the Customer and IT provider organization

Good presentational skills

Effective communication skills

Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues

ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification

5-8 years of experience in IT Service Management

Mandatory Skills: ITIL Incident Mgmt .Experience: 3-5 Years .


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