Incident Manager

Job Description:
Major Incident management team is a support team established to ensure resolution of major incidents impacting business units.

Goal: Accurately identify a major incident, promptly engage technical resources, effectively communicate to the customers affected, and drive the appropriate resources & partners to restore service.

Responsibilities

·            Manage incident management bridge calls with support teams, on-call support application teams and management. Manage, escalate, status, and assist, coordinating repair efforts for non-major and major incidents (P1 – P4).

·            Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle

·            Track and document incident updates in real time

·            Since Major incidents are highly escalated cases, handling with presence of mind and innovation.

·            Experience in handling multiple monitoring tools like Service now, Pager duty, etc.

·            Perform quality audits and data analytics on incident tickets to ensure quality and uncover new trends.

·            Meet the SLAs and other KPIs agreed and produce the Process Performance Reports

·            Provides documentation for Known Error Data Base (KEDB) or similar depository

·            Develop process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed

·            Ensuring the Process adherence, meeting the Quality norms

·            Provide Management reporting on Incident Metrics and Incident Management performance

Qualifications

·            Bachelor's degree in computer science, Information Technology, or related field.

·            10+ years of experience in incident management or related field.

·            Knowledge of incident management processes and procedures.

·            Excellent problem-solving and analytical skills.

·            Excellent verbal & written communication and interpersonal skills.

·            Ability to work independently and as part of a team.

·            Ability to manage multiple tasks simultaneously.