Major Incident Manager - L1

Job Description (needed in this format; pls ensure NO client sensitive information is in it, as it would be advertised on various public job portals)

• 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