Incident Manager | 6 to 9 years | Mumbai, Pune & Bengaluru

Job Description

• Proven experience in incident management within an IT service management framework 
• Familiarity with incident management tools and systems e g ServiceNow Jira etc 
• Strong understanding of ITIL Information Technology Infrastructure Library principles especially in the context of Incident Management 
• Lead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptly 
• Implement incident resolution procedures to restore services within agreed upon service level agreements SLAs 
• Establish and maintain a classification system for incidents based on impact and urgency 
• Prioritize incidents according to their business impact and criticality 
• Communicate incident status updates and resolutions to relevant stakeholders including end users management and support teams 
• Act as the primary point of contact for incident related communications 
• Implement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breaches 
• Collaborate with support teams and management to expedite incident resolution 

Primary Skills

• Incident manager 
• ITIL Certified Service now tool 

Secondary Skills

• An effective communicator with excellent interpersonal analytical and client servicing abilities 
• Analytical approach to working 
• Flexibility within role and flexible approach to assigned work 
• Enthusiastic confident with a can do attitude