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Incident Manager ITIL Consultant

4.00 to 12.00 Years   Bangalore   17 Mar, 2020
Capgemini
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Incident Manager ITIL Consultant 9-12 years We are looking to hire SAP Incident Manager ITIL Consultant with 9 12 years of exp in Bangalore location Role Description (Role & Responsibilities) ITIL (V2) Service DeskIncident Management Specification / Skills / Experience

  • Investigating and diagnosing incidents to restore a failed IT Service as quickly as possible
  • Managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations
  • Undertaking the responsibilities of Shift Lead and providing guidance to the other Incident Process Coordinators
  • Ensuring the closure of all resolved as well as end user confirmed Incident records
  • Ensuring that all IT teams follow the incident management process for every incident Point of contact for all Major Incidents
  • Monitor the incidents to ensure that the Service Level Agreements SLA and Operational Level OLA Agreements are respected Identify initiate schedule and conduct incident reviews with respective resolver groups and stakeholder if required
  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements SLA or Operational Level Agreements OLA Sending an outage notification against occurrence of any major incident and to share its updates with stakeholders Determining if an incident needs to be escalated according to priority and severity of issue
  • Escalate unresolved incidents to SDMs and higher management for faster resolution
  • Driving developing managing and maintaining the major incident process and associated procedures Contribution to ongoing process operational improvements by Doing Audits and Analysis of the Major Incidents
  • Regular connects with SDMs and BRMs throughout the life cycle of Major Incident Proactive and flexible in work
  • Ability to identify trouble spots quickly and an excellent team player
  • Should be able to support 24 7 process More than 4 years of experience in handling
Location: BangaloreExperience: 9 12 years Primary Skills (Must have) ITIL (V2) Service DeskIncident Management Secondary Skills (Nice to have) Identify SLAs OLAIncident Process,

Keyskills :
incident managementproblem management change managementitil slalife cycle service levelservice operation

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