Job Description

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

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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

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