Incident manager | 6 to 9 years | Bengaluru & Pune

Short Description

· Asses business impact and urgency, declare Incident or trigger business continuity procedures or disaster recovery invocation scripts;

· Manage the process of the service restoration or impact reduction;

· Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;

· Identifies and takes control of unallocated incidents e.g. ‘gray space’;

· Acts as escalation point for SDOs where resolution ownership is disputed;

· Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes;

· Provides consistent communications in scope of the process and services;

· Provides high quality reports and communications;

· Ensures that customer’s business interests are maintained over and above those of any specific SDO;

· Cooperates with various SDOs, Regional/Global Change Managers;

Primary Skills

• Incident manager

Secondary Skills

• ITIL