Specialist

2 weeks ago


Noida, India BirlaSoft Full time

.

Major Incident Manager- Job Description

· Strong communication skills demonstrated by facilitating high severity incidents technical bridge call.

· To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline.

· Performing audits on ticket quality and handling escalated cases.

· Provide information about incident analysis. Measure, monitor and work to drive down incident levels.

· Ensure that misdirected incidents are being managed properly in a timely manner.

· Establish strong relationships with internal and external stakeholders.

· During the Major incident you will be responsible for communicating relevant information to the correct stakeholders.

· Follow up on all major incidents and assure that root cause is being analyzed and resolved.

· Strategic improvement initiates, optimizing processes.

· Knowledge onindustry’s best practice framework, process and tool knowledge.

Experience.

· 6-8 years of experience in Incident/Problem/ Change Management /IT operations management.

· Excellent in English, both written and spoken.

Good facilitating and coordination skills Experience working with ITSM tools & processes in general and Service Now experience are bonuses

· ITIL Certified Professional 


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