Job description:

Job Description

Do
RESPONSIBILITIES
   Drive the efficiency and effectiveness of the Incident Management process
   Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer
   Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
   Knowledge management activities - creation and sustenance
   Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
   Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.
   Bring in Service improvements and close the Gaps as per the Audits and Assessments
   Conduct Incident and Major management training and spread awareness
   Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

KEY SKILLS AND COMPETENCIES
   Excellent people management and operational skills
   Ability to interact with all levels of the Customer and IT provider organization
   Good presentational skills
   Effective communication skills
   Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
   ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
   5-8 years of experience in IT Service Management

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Mandatory Skills: ITIL Incident Mgmt
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Experience: 3-5 Years
.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

INCIDENT MANAGER L1

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