Job Description

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