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

• 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