Job Description

Role: Incident Manager Who are we looking for The primary activity of incident Manager is to manager P1/P2 calls. This position requires someone with extensive experience in ITSM with Instar structure and application experience. Technical Skills: 1. Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operation. 2. Represent the first stage of escalation for Incidents. 3. Monitor the incidents to ensure that the Service Level Agreement are achieved. 4. Participate in Incident review following major Incidents. 5. Identify potential problems and/or increasing trend of repetitive Incidents. 6. Incident-related information and data is supplied to the other service management processes through Incident Management Reporting Responsibilities: Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operation. Represent the first stage of escalation for Incidents. Monitor the incidents to ensure that the Service Level Agreement are achieved. Participate in Incident review following major Incidents. Identify potential problems and/or increasing trend of repetitive Incidents. Incident-related information and data is supplied to the other service management processes through Incident Management Reporting Familiarity with remote desktop applications and ticketing software (eg. ServiceNow) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal Ability to work in Night Shifts Process Skills: ITIL, MCSA or MCSE Behavioral Skills: Team player Qualification: BE What\'s in for you At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance. Talent Fulfillment Group JD Format With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization. You get an open and transparent culture along with freedom to experimentation and innovation **(Include any other points specific to the team/ project is required) About the practice/ Project: ** Include a liner about the project/ account/ kind of work etc. Who are we Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.

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