Work from Office
Full Time
Do
RESPONSIBILITIES
Drive the efficiency and effectiveness of the Incident Management process
Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the CustomerRegular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycleKnowledge management activities - creation and sustenanceMeet the SLAs and other KPIs agreed and produce the Process Performance ReportsEnsuring Process adherence across the Account and extending the Support for Process audits and assessments.Bring in Service improvements and close the Gaps as per the Audits and AssessmentsConduct Incident and Major management training and spread awarenessMonitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution
KEY SKILLS AND COMPETENCIES
Excellent people management and operational skills
Ability to interact with all levels of the Customer and IT provider organizationGood presentational skillsEffective communication skillsReasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issuesITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification5-8 years of experience in IT Service Management
Experience: 3-5 Years.
Wipro
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