Incident Manager - L1

The Incident Manager - L1 will drive the efficiency and effectiveness of the Incident Management process, ensuring all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer. They will also communicate regularly with the Customer, End-Users and other Stakeholders during the entire Incident Management cycle.

Requirements

• 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

Benefits

• Mandatory Skills: ServiceNow - IT Service Management
• Experience: 3-5 Years
• ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
• 5-8 years of experience in IT Service Management