SME - Field Services - IT Infra - Incident Management

This role will require interaction with variety of IT teams and a demonstrable ability to influence individuals and teams. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management

In addition, this role will cover areas including, but not restricted to, the following:

• Aiding Service Management team on major issues
• Driving the efficiency and effectiveness of the incident management process
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Ensure timely submission of weekly/monthly productivity reports & dashboards and have discussion with SO & SDM on regular intervals
• Responsible for meeting targets of KPIs and SLAs
• Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions
• Providing information (input) to the Program Manager
• Client communications
• Providing a point of escalation for user issues
• Demonstrating and increasing the value proposition of the incident management team and IT operations
• Manage a team of 6 to 8 members and its associated activities

Technical Skills:

• Experience in IT enabled services IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)
• Good knowledge of ITIL service management processes
• ITIL Certification (Mandatory)
• Experience of managing a team of 4 to 10 people
• Should have independently driven major incidents (P1 &P2)
• Worked in Incident, Problem and Change Management teams
• Good Verbal and written communication