14/03 Nirmala
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Incident Manager - ITIL Certified (5-10 yrs)

Bangalore Job Code: 422324

JD :

- Very good communication skills

- Willingness to work in shifts and on weekends(24/7 support environment)

- Has a good understanding of ITIL concepts

- Ability to establishes and fosters a relationship with the client, build a management with the client and own / drive organization deliverable for the clients

Incident problem and change coordination activates :

- Work towards quick recovery of incidents by bridging gaps between technical tracks

- Work towards Recovery Model for resolution of Major Incidents to restore service quickly

- Understand and provide a holistic view of customer environment and attain a position to improve overall service which will reduce the frequency of repeated incidents

- Use specific information from driving major incidents to drive technical teams to stronger RCAs and corrective actions

- Work on proactive problem management - ticket reduction, process enhancements

- Good understanding of change management process

Other Daily activities :

- Ticket creation on a need basis

- Ticket routing

- Ticket hygiene checks and feedback technical tracks about it

- Follow up with teams and drive low severity ticket resolution

- Troubleshooting issues and resolving them at the desk

- Being proactive in picking up shift left activities from various tracks to help reduce the MTTR

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