WiproEmployer profile
Incident Manager
Location not specified · 5–8 yrs
Experience- 5–8 yrs
Salary- Not disclosed
Location- Location not specified
- Work mode
- Not specified
- Job type
- Full-time
Apply by- Closing date not listed
- Posted
- 13 May 28
About this role
DoResponsibilities
- Drive the efficiency and effectiveness of the IncidentManagement process
- Ensure all Incidents are correctly prioritized, categorized,routed, restored/resolved and closed as per the Process defined andagreed with the Customer
- Regular communication updates to the Customer, End-Users andother Stakeholders during the entire Incident Management cycle
- Knowledge management activities - creation and sustenance
- Meet the SLAs and other KPIs agreed and produce the ProcessPerformance Reports
- Ensuring Process adherence across the Account and extending theSupport for Process audits and assessments.
- Bring in Service improvements and close the Gaps as per theAudits and Assessments
- Conduct Incident and Major management training and spreadawareness
- Monitor the effectiveness of the IT Service Management tool andensure it is aligned to the process execution
- Excellent people management and operational skills
- Ability to interact with all levels of the Customer and ITprovider organization
- Good presentational skills
- Effective communication skills
- Reasonable technical understanding and an ability to translatetechnical requirements and specifications into easily understoodbusiness issues
- ITIL Foundation Level Training or knowledge required, preferredITIL SO intermediate certification
- 5-8 years of experience in IT Service Management