Job Description

Monitor, Manage and Control the entire life Cycle of the Incident Establish and operate Governance Framework for SLA Governance and Performance related with Incident Management Develop Automated functions for Incident Management that is consumed for Faster Resolution by using tools like ServiceNow, Splunk based monitoring , Knowledge Management Establish continuous efficiency of the Event Management and ensure pro-active prevention of the incidents Be accountable for maintaining Compliance Posture for Incident Management Interlock with stakeholders (internal and external) to continuously improve Service Availability and Performance. Ensure there are SIP running to demonstrate continuous improvement Manage all the processes related with Services Ensure the Major Incident Management Resolution is owned and resolved end to end Be responsible for dashboards, reports proving an updated status Ensure the Incident Management are resolved on timely basis and raise risk in case of any inherent issue making them unavailable / partially available Ensure a proper artifact and records are maintained for incident resolution for the purpose of Root Cause Analysis and Problem Management KPI based monitoring to ensure ageing of the incident is under control Ensuring Customer Satisfaction with each incident resolution Manage an updated contact information system for Support including external parties, application owners, business owners and internal teams Should mentor for clear and effective communication for the Major Incident Management Team

Work Experience:

Significant IT experience in operations and system management. In-depth experience in Service Management or Engineering of a global service portfolio in similar areas as above, across geographies and business areas. Ideally ITIL Certified Automation Tools for Dashboards, Reports * Knowledge of ITSM Tools and ticketing tools preferably Service Now