Job Title        : Incident Manager
Experience    : 4 - 6 Years
Location        : Pune

Description :

• Incident Manager  someone with 4 – 6 yrs experience as an Incident manager,
• Willing to work in a 24X7 restoration team and availability for weekend on calls, has a passion to solve problems.
• Years of experience needed – 4 – 6 years.

Primary Duties and Responsibilities:  (other duties may be assigned)

• The Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others)
• Leveraging technology to issue all communications and providing key stakeholder management.
• Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls.
• Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed.
• Liaise with Delivery Unit, System Owners, and Client to ensure timely resolution for high priority incidents.
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews.

Required Qualifications/Skills:

• ITIL foundation Certified or 4 - 6 years working experience in specific ITSM role.
• Strong analytical skills
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment.
• Proven track record of working collaboratively to improve the customer’s experience.
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
• Able to manage relationships with peers and managers as it relates to support and services.
• Ability to navigate complexity and create collaborative, cross-functional solutions.
• Strong communication, presentation, and relationship management skills
• Able to translate complex issues in an understandable, organized way.
• Team oriented.
• Positive team player attitude with excellent verbal and written communication skills
• High degree of organizational skills

Technical Skills:

• Experience with ITIL V3 or V4.
• Experience with Service Now.
• Strong written and verbal communication and relationship management skills.
• Excellent problem solving, organizational and project management skills.
• Experience with standard desktop tools, including Microsoft Office

Management Skills:

• Capable of analyzing requirements and develop software as per project defined software process.
• Develop and peer review of LLD (Initiate/ participate in peer reviews).
• Ability to execute test plans, create test cases test data and contribute to appropriate software (including programming languages)
• Development life cycle methodology and application of specialized business and technical knowledge.

Behavioral Skills :

• Self-starter: ability to begin working with minimal coaching
• Command and Control presence while managing critical incidents.
• Should be able to drive restoration calls independently, Attention to Detail, Quality Focus
• Strong analytical skills and be able to correlate the issues.
• Good decision-making skills
• Strong communication skills. Providing information to others both internal and external to the organization
• Ability to articulate thoughts clearly in the English language both verbally and written.
• Ability to work independently as well as part of a team on multiple overlapping issues.
• Maintains a professional demeanor and attitude while being assertive, Deductive reasoning.
• Ability to challenge information if the response does not fit the situation.
• Ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high-volume environment.
• Flexibility to support 24*7 on a rotation shift, including weekends on-call.

Qualification:

• Prefer knowledge of Service Now

Certification/License:

• Prefer ITIL knowledge or certification.

Skills:

• PRIMARY COMPETENCY : IT Service Management
• PRIMARY SKILL : Incident Management
• PRIMARY SKILL PERCENTAGE : 75 SECONDARY COMPETENCY : IT Service Management
• SECONDARY SKILL : Problem Management
• SECONDARY SKILL PERCENTAGE : 15 TERTIARY COMPETENCY : IT Service Management
• TERTIARY SKILL : Change Management
• TERTIARY SKILL PERCENTAGE : 10