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Capgemini
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Incident Manager

Incident Manager

Capgemini

3 - 7 years

0 Lacs

delhi

Posted:1 day ago| Platform: Shine logo

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Skills Required

communication servicenow jira it incidents management incident resolution procedures classification system prioritization escalation procedures itil principles

Work Mode

On-site

Job Type

Full Time

Job Description

**Job Description:** You will be responsible for managing IT incidents within an IT service management framework and ensuring prompt resolution of issues. Your role will involve implementing incident resolution procedures, establishing a classification system for incidents, prioritizing incidents based on impact, and communicating updates to relevant stakeholders. **Key Responsibilities:** - Lead and coordinate the response to IT incidents, engaging appropriate resources for prompt issue resolution - Implement incident resolution procedures to restore services within agreed upon service level agreements (SLAs) - Establish and maintain a classification system for incidents based on impact and urgency - Prioritize incidents according to their business impact and criticality - Communicate incident status updates and resolutions to relevant stakeholders including end users, management, and support teams - Act as the primary point of contact for incident-related communications - Implement escalation procedures to ensure appropriate escalation of incidents based on severity and SLA breaches **Qualifications Required:** - Proven experience in incident management within an IT service management framework - Familiarity with incident management tools and systems such as ServiceNow, Jira, etc. - Strong understanding of ITIL (Information Technology Infrastructure Library) principles, especially in the context of Incident Management,

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Incident Manager