Incident Management Manager

ITIL Incident Manager is responsible for managing the ITSM processes in accordance to YBL Service Management Model based on ITIL best practices. He or she should be practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as problem management, incident management, change management, configuration management, service level management.

ITIL Incident Manager need to ensure that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all /Incidents in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization.

The range of activities and tasks to be undertaken by an ITIL Incident Manager include:

• Executes the Incident Management process tasks in adherence with requirements
• Coordinates and manages the Incident Management process activities across and with external suppliers to agreed SLAs
• Escalates risks and issues to the Incident Management Regional Process Owner
• Supports Incident Management reporting (KPIs and customer SLAs)
• Drives implementation of standard execution of the Incident Management process
• Drives cross-account process standardization
• Is responsible for the complete process adherence and handling of incidents according to SLAs
• Is responsible for acting as an escalation point to expedite incident resolution
• Is responsible for handling P1 incidents and escalating to Major Incident Manager when it becomes a Major Incident

Key Competencies / skill set: The ideal candidate will have sound Service Management experience within a technology driven industry. Experience and knowledge of capital & OTC markets and electronic trading is a plus but not essential - At least 8 years of working in a Incident management role - ITIL, PMI, Prince 2 or equivalent Project Management knowledge/qualifications. Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus). • Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company. - Understanding of Information Security controls - Strong analytical skills - Sound experience of using/implementing service management tools - Able to manage Major Incident and familiar with the Incident Report writing process Must have Behavioral Competencies: • Encourages others to persevere despite challenges, or difficulties faced. • Proven complex Incident solving skills • Comfortable and confident providing clear problem descriptions and guidance to senior business management in a time critical environment • Strong people management • Ability to take charge of any Major/Minor incident and get normalcy attained in the shortest duration by providing resolutions/break fix/ workaround which ever is most suited depending on the type of incident Ability to handle multiple competing tasks in an ordered manner, prioritizing to ensure business deliverables are met

Desired Candidate Profile-

This is a key role within the technology team, leading a team of vendors for handling Incident , wherein person has to partner closely with other units within TSG and external service providers. Responsibilities include directing, managing and the Incident and ensuring KB updates