An Incident Management lead - acts as the day-to-day interface into the Incidents process and is responsible for ensuring the execution of the process.

Roles and Responsibilities: -

Excellent verbal and written communication skills (English).

-          To manage service delivery and operations along with the team assigned to deliver the scope.

-          To make recommendations for service improvement plans and ensure actions are followed through to completion in defined timelines.

-          Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.

-          To be a (SPOC) for Operations, client/Partners and escalations. - To manage major incidents and ensures the analysis of its business impact, coordination/ driving resolution by Synchronizing efforts with the relevant support teams.

-          To chair technical bridge meetings for major incidents and to act as a liaison with team manager (or support teams) to ensure swift resolution of incidents within SLA targets.

-          To review RFC (Request for Change), accessing and evaluating change tickets, CAB approvals, and coordinating with technical team, review & closure of changes.

-          Drive Problem Management efforts through resolution implementation (working directly with internal support teams to implement root cause analysis findings / solutions).

-          To ensure RCA's are reviewed and published as per the deadlines. - To coordinate on incident, problem and change ensuring high level of performance in these processes, accurate reporting and establishing service improvement activities.

-          To be able to make presentations for QBR, IPC reporting and adhoc management reports. - Good hands-on ticketing tools like ITSM remedy, ServiceNow and Jira etc.

-          To be open to work in shifts.

Minimum Qualifications

At least 5+ years of relevant working experience in a complex IT technology environments, operations, and service delivery. A full-time degree in computer engineering, computer science from a recognized university. Fluent in written and spoken English. Proven ability on ITIL principles, Agile and Scrum approach would be an additional advantage.

Experience: 5-8 years of relevant industry experience in which minimum 5 year of experience should be as a technical incident manager or similar profile in technical delivery environments.

Qualifications and Education Requirements BE, B. Tech, M.Tech, MCA