Candidate with 6-8 years of experience of Incident, Major Incident & Service request management processes of ITSM
The role requires proactively run incident processes and analyze incident metrics.
Identifying changes in the support processes and change the incident management process respectively
Conduct regular review of incident management process and drive improvement to the process, tools, templates, documents and reports with customer counterparts
Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes within vendor and customer's internal support teams
Experience of leading and managing Major incidents from notification to service restoration
Regular communication to internal and external stakeholders within SLAs
Good knowledge on the Service Request Management process
Creation and presentation of customer facing incident reports and trend analysis.
Have strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritization based on impact to the business.
Using ServiceNow as a Service Management tool
ITIL V3/V4 foundation certification is must & Service Operation certification will be an added advantage

CIS SERVICE DELIVERY MANAGEMENT-CIS MAJOR INCIDENT MANAGER

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