Incident Manager

Job Description

Job Description Experience: 5-8 Years . Must have handled operations in a shift independently. Knowledge of IM/MIM/ITIL, Team handling and Vendor handling skill, customer handling skill. Sound knowledge of Incident management, ServiceNow, Must have handled MIM independently. Manage incident management bridge calls with support teams, on call support application teams and management. Hands on experience in handling alerts in ServiceNow, manage and resolve High/Critical production and non-production jobs, initiate and manage Bridge Calls. In depth understanding of ITIL processes Incident Management. Identifying potential service issues and failures, along with monitoring and providing end to end solutions. Provide support and assistance to other Operations team members including participate in weekly Lead meetings. Creates incident related performance analysis and reporting for review by IT management. Excellent verbal and written communication skills – able to present information, status and issues in clear and concise manner with goal of driving to a decision. Attention to detail and complex problem-solving abilities from operational and technical perspective. Generating root cause analysis reports for problem causing incidents Aptitude for learning and rapidly mastering new applications and technology. Excellent analytical skills with proficiency in debugging and problem solving. Ability to work independently and as a part of team. ITIL Certified Rotation shift(Mor 6am-3.30pm/Noon (2pm-11.30pm)/Night9pm-6.30am)). CAB for night shift as per Wipro policy. Years of exp needed Relevant 4-5 in Operation Mgmt/ Incident Mgmt/Major Incident mgmt. Mandatory Skills: ITIL Incident Mgmt .