- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Act as point of contact for all Major Incidents
- Obtains authorization for submitted change requests from the Incident & Change Authority
- Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition
- Utilize the Incident and change in process management reporting system to monitor and track changes
- Drive considerable initiative and discernment relative to problem determination / resolution and telephone etiquette
- Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies
- Own ITIL Incident management - analyze and design service management processes, research and present standard methodologies, and drive for continuous improvements
- Manage weekly and monthly Incident review meetings and provide data metrics to Leadership

📌 Integrated Service Manager (Pune)
🏢 ARG
📍 Pune