Incident Manager - L1

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