Sr Associate - Incident Manager

Bengaluru, India / FULL-TIME

Job description

Take the ownership to oversee the day to day operations relating to Incident Management | Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA | Ensure ticket handshake mechanisms across providers are understood, maintained and updated | Act as the escalation point for unresolved Incidents | Trending of incidents across providers | Escalation of Incidents and issues to Customer | Manage Major Incidents or situations across providers | Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities. | Identify and implement Incident Management process improvements and ITSM platform/integration enhancements relating to same | Run Process Compliance Audits and feedback to the Service Provider resources | Conduct regular trainings for process awareness and improve process compliance | Implement OLAs, as agreed by the Customer, covering interactions between Servi (1.) Incident Management + Change Management (Planning & Execution) On - call Escalation Ticket Quality Process adherence & Security compliance Customer feedback ( Appreciations, CSAT survey results) KB preparation and review, Knowlegde sharing & documentation Root cause analysis / Problem Management + Capacity / Architectural Management SLA compliance for tickets Value Add Training / Mentoring.

Incident Manager - Roles and Responsibilities:

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.

• Remediate deviation of process in any technical team.
  Responsible for communicating the Incident handling process to the technical teams.

• Point of contact for all incident related clarifications.

• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.

• Represent the first stage of escalation for Incidents.

• Ensure the closure of all resolved and end-user confirmed Incident records are worked as per process.

• Provide guidance to the technical team incident coordinators.

• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Apply