CIS SERVICE DELIVERY MANAGEMENT-CIS MAJOR INCIDENT MANAGER

This CIS Manager role focuses on proactive incident management, analysis of metrics, process improvement, and stakeholder education. The position involves leading and managing major incidents, providing support, and generating customer-facing reports. ServiceNow is a key tool for incident management.

Requirements

• 6-8 years of experience of Incident, Major Incident & Service request management processes of ITSM
• Proactive run incident processes and analyze incident metrics
• Identify changes in the support processes and change the incident management process
• Regular review of incident management process and drive improvement
• Effective leadership and management of Major incidents
• Communication with internal and external stakeholders
• Knowledge of Service Request Management process
• Excellent organization skills
• Strong prioritization skills
• Utilizing ServiceNow as a Service Management tool