Role & responsibilities

• Should have min. 5 years of work experience in ITSM Incident / Major Incident Management process.
• Should have in-depth knowledge of ITSM Incident / Major Incident Management process/practice.
• Should have experience in developing, documenting, communicating, and maintaining Incident / Major Incident Management process and procedures.
• Should have experience in leading Incident / Major Incident Management activities within a structured process framework, which includes but is not limited to the following:
• Developing, documenting, communicating, and maintaining the Incident Management process and procedures, for Supplier, Customer, and Third-Party Suppliers.
• Ensuring standardized methods and procedures are used to restore IT Service to the Authorized End User as quickly as possible.
• Developing and documenting processes regarding interfaces, interaction, and responsibilities between Level 1 support Representatives, Level 2 support Representatives, and any other internal or external persons or entities that may either raise an Incident, act on an Incident, or receive an Incident.
• Ensuring compliance with Incident Management processes by Supplier, Customer, and Third-Party Suppliers.
• Working cross-functionally, and with minimal guidance, to facilitate and lead information exchange between and among Supplier and Third-Party Suppliers to drive continued improvement in end-to-end process.
• Providing end-to-end traceability even when Incidents span across multiple areas or parties.
• Creating and maintaining an escalation matrix and process for escalating the Incidents not Resolved in the timeframes, according to the Priority of the Incident, to Customer or Suppliers management.
• Managing Major Incident lifecycle for Customer, Supplier, and Third-Party Suppliers. As part of service restoration for Priority 1 and Priority 2 Incidents, performing the role of Major Incident manager.
• Increasing visibility and communication of Incidents to the Customer Business and IT support staff
• Performing post-review of Priority 1 and Priority 2 Incidents to ensure proper handling and prioritization of Incident.
• Performing trend analysis on the volume and nature of Incidents to identify areas for improvement, and reporting on the trend analysis and improvements to Customer and Third-Party Suppliers on an agreed upon frequency.
• Ensuring alignment with other Service Management process interfaces as required (e.g., Knowledge Management, Change Management, Configuration Management).
• Recommending continual improvements to mature the Incident Management process or tool and reduce recurring Incidents. Collaborating with Customer and Third-Party Suppliers to implement agreed upon improvements.
• Creating and maintaining user documentation and training materials for the process and procedures. On an agreed upon frequency, coordinating training activities, including the training plan, and training execution for Customer, Supplier and Third-Party Suppliers.
• Ensuring alignment with other Service Management process interfaces as required (e.g., namely Incident, Request Fulfillment, Change, Configuration Management, Service Level Management, IT Asset Management, Infrastructure criticality, Priorities etc.).
• Should have Knowledge in SLA/KPI/Technical KPI in Infrastructure Environment and experience in preparing & analyzing Reports/Dashboards.
• Should have knowledge of using Service Management Ticketing Tools.
• An effective communicator with exceptional relationship management skills and with ability to relate to people at appropriate level in the organization.

• Should have min. 5 years of work experience in ITSM Incident / Major Incident Management process.
• Should have in-depth knowledge of ITSM Incident / Major Incident Management process/practice.
• Should have experience in developing, documenting, communicating, and maintaining Incident / Major Incident Management process and procedures.
• Should have experience in leading Incident / Major Incident Management activities within a structured process framework, which includes but is not limited to the following:
• Developing, documenting, communicating, and maintaining the Incident Management process and procedures, for Supplier, Customer, and Third-Party Suppliers.
• Ensuring standardized methods and procedures are used to restore IT Service to the Authorized End User as quickly as possible.
• Developing and documenting processes regarding interfaces, interaction, and responsibilities between Level 1 support Representatives, Level 2 support Representatives, and any other internal or external persons or entities that may either raise an Incident, act on an Incident, or receive an Incident.
• Ensuring compliance with Incident Management processes by Supplier, Customer, and Third-Party Suppliers.
• Working cross-functionally, and with minimal guidance, to facilitate and lead information exchange between and among Supplier and Third-Party Suppliers to drive continued improvement in end-to-end process.
• Providing end-to-end traceability even when Incidents span across multiple areas or parties.
• Creating and maintaining an escalation matrix and process for escalating the Incidents not Resolved in the timeframes, according to the Priority of the Incident, to Customer or Supplier’s management.
• Managing Major Incident lifecycle for Customer, Supplier, and Third-Party Suppliers. As part of service restoration for Priority 1 and Priority 2 Incidents, performing the role of Major Incident manager.
• Increasing visibility and communication of Incidents to the Customer Business and IT support staff
• Performing post-review of Priority 1 and Priority 2 Incidents to ensure proper handling and prioritization of Incident.
• Performing trend analysis on the volume and nature of Incidents to identify areas for improvement, and reporting on the trend analysis and improvements to Customer and Third-Party Suppliers on an agreed upon frequency.
• Ensuring alignment with other Service Management process interfaces as required (e.g., Knowledge Management, Change Management, Configuration Management).
• Recommending continual improvements to mature the Incident Management process or tool and reduce recurring Incidents. Collaborating with Customer and Third-Party Suppliers to implement agreed upon improvements.
• Creating and maintaining user documentation and training materials for the process and procedures. On an agreed upon frequency, coordinating training activities, including the training plan, and training execution for Customer, Supplier and Third-Party Suppliers.
• Ensuring alignment with other Service Management process interfaces as required (e.g., namely Incident, Request Fulfillment, Change, Configuration Management, Service Level Management, IT Asset Management, Infrastructure criticality, Priorities etc.).
• Should have Knowledge in SLA/KPI/Technical KPI in Infrastructure Environment and experience in preparing & analyzing Reports/Dashboards.
• Should have knowledge of using Service Management Ticketing Tools.
• An effective communicator with exceptional relationship management skills and with ability to relate to people at appropriate level in the organization.