Incident Manager - ITIL Certified (10-15 yrs)

Exp Level: 10 to 15 years only.

NP: immediate ONLY.

ITIL Certification is a MUST.

PAN Location.

Shift timings - Willingness to work in all 3 IST shifts.Hybrid.

Job Description :

- 10+ year's experience as an Incident Manager.

- Responsible for monitoring war-room issues/P1 and P2 Incidents and getting relevant stakeholders to be involved for the resolution of issues with minimal business impact.

- Ensure objectives of services agreed in the SoW are met continually.

- Ability to understand the SAP technology landscape (SAP ATTP) of the services being provided.

- Responsible for monitoring support teams for resolution of incidents/Tasks as per the SLA.

- Responsible for SLA/KPI tracking, management and understanding the importance of SLA compliance.

- Responsible for daily/weekly/monthly status updates to the business team.

- Coordination with support team and business teams for identification of permanent solutions for frequently occurring issues.

- Very knowledgeable in ITIL processes like Incident Management, Change Management, etc.

- Certified in ITIL.

- Good problem-management skills.

- Excellent verbal and written communication skills.

Shift timings - Willingness to work in all 3 IST shifts.