Job Responsibilities: 

• Managing the Incident Management Process.
• Strong communication skills demonstrated by facilitating high severity incidents technical bridge call.
• Responding to a reported service incident, identifying the team members required to attend the troubleshooting call and follow the Incident management process.
• Act as a primary point of contact for incident escalations, coordinating and directing resources to address critical incidents promptly.
• Ability to lead Crisis and Conflict management.
• Maintain SLA during the management of the incident.
• Capturing the lesson learned to help improve the incident response process.
• 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 on industry’s best practice framework, process and tool knowledge.

Minimum requirements (Education Qualification & Work Experience): 

• 7-8 years of experience in Major Incident/Problem/ Change Management /IT operations management.
• Experience working with ITSM tools & processes in general and Service Now experience is bonuses.

Technical Skills: 

• ITIL Certified Professional .