Incident Manager - L1

Job description: Job Description 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 Customer • Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle • Knowledge management activities - creation and sustenance • Meet the SLAs and other KPIs agreed and produce the Process Performance Reports • Ensuring 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 Assessments • Conduct Incident and Major management training and spread awareness • Monitor 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 organization • Good presentational skills • Effective communication skills • Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues • ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification • 5-8 years of experience in IT Service Management ͏ ͏ ͏ Mandatory Skills: ServiceNow - IT Service Management . Experience: 3-5 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome. Show more Show less