Hiring for Incident Manager in MNC

Job Description:

Deliverables Achieve defined R&R in terms of: · Closure · SLA · CSAT score · Calls Stats

Title Associate L1

Job Description We are looking for a dynamic incident manager to join our IT Service Management team in Gurgaon. In this role, you will be leading the reported incidents to resolution, send related communications and documenting the proceedings within the SLA. You will also log and categorize recurring incidents to improve incident management protocols. As an Incident Manager, you should have an aptitude for picking up new technologies and procedures. You should also excel at multitasking and remain judicious during major incidents.

Skills · ServiceNow knowledge · Minimum 2 years of relevant experience in Incident management. · Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. · Excellent communication and multitasking skills. · Active listening – diligently pay attention to understand the issue / problem and maintain documentation for all the service delivered. · Confident to ask questions and make decisions to escalate incidents to higher management as required. · Demonstrate ability to work well under pressure · Ability to work in fast paced self-directed environment · ITIL Foundation certification and good understanding of ITIL concepts · Good understanding of software / hardware platforms, Operating system, network, and voice infrastructure · 24x7 support model and rotational shifts

Responsibilities • Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers • Own and manage the service restoration process of high priority incidents • Completing initial triage of the issue, assembles the resources necessary to achieve the resolution of Major Incidents • Responsible for leading and driving Major Incidents until resolved • Document troubleshooting efforts performed by various resources in the ticketing tool • Manage business notifications and escalations as per the process

• Initiate a problem record / coordinate with functional teams for root cause analysis or a permanent fix • Coordinate emergency changes required to fix production impacting or production at risk situations • Drive governance around problem management to ensure that a problem ticket is opened, escalated, updated, and closed in a timely manner • Prioritizing and managing several unresolved problems at the same time • Communicating clients through various channels (e.g., phone, email, chat) until their technical issues get resolved • Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.