Mandatory Technical & Soft Skills:

- Core Expertise: Robust hands-on experience in MIM (Major Incident Management), Change Management, and Problem Management .
- Additional Requirements: Excellent stakeholder management and stellar communication skills .
- Preferred: ITIL certification is strongly preferred.

Key Responsibilities
- Provides dedicated support for Major Incident Management (MIM) or service coordination support within an assigned client base as described below.

Major Incident Management

- Provides capture support for MIM processes and engages with colleagues to coordinate service activities including:

o Gathering information about the incident,

o Assisting with assessing the business impact,

o Documenting the root cause of the incident,

o Coordinating with resolver teams and o Communicating with stakeholders throughout the resolution process.

- Contributes to the development and maintenance of MIM documentation.
- Participates in and/or facilitates process related meetings for engagements.

Service Coordination / Management

- Performs routine service management duties, including:

o Generating and distributing reports and/or providing dashboards for Strategic Partners,





o Monitoring Changes for completeness for internal support,

o Performing post implementation reviews,

o Engaging Problem management for unauthorized change activity, and o Reviewing and documenting RCA details for Internal support.

- Facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc. for internal support.
- Maintains high standards of written and verbal communications.
- Interfaces with internal resources and/or clients to manage ESM processes on a day-to-day basis.
- Communicates to necessary supplier stakeholders any changes to in-scope documentation.
- Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for internal support.
- Incorporate CLIENT updates into in-scope ITIL policies and processes based on contractual agreement for in-scope services.
- Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed for internal support.
- Participates in weekly governance meetings.
- Performs routine auditing of Change management schedules.

📌 Service Incident Manager ( Need 2-6 Yrs Exp. ) Only Immediate Joiner (Bengaluru)
🏢 Innova ESI
📍 Bengaluru