Incident Manager L1

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

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 

Experience: 3-5 Years
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