Key Responsibilities

· Managing the Incident Management Process.

· Strong communication skills demonstrated by facilitating high severity incidents technical bridge call.

· Responding to a reported service incident, identifying the team members required to attend the troubleshooting call and follow the Incident management process.

· Act as a primary point of contact for incident escalations, coordinating and directing resources to address critical incidents promptly.

· Ability to lead Crisis and Conflict management.

· Maintain SLA during the management of the incident.

· Capturing the lesson learned to help improve the incident response process.

· To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline.

· Performing audits on ticket quality and handling escalated cases.

· Provide information about incident analysis. Measure, monitor and work to drive down incident levels.

· Ensure that misdirected incidents are being managed properly in a timely manner.

· Establish strong relationships with internal and external stakeholders.

· During the Major incident you will be responsible for communicating relevant information to the correct stakeholders.

· Follow up on all major incidents and assure that root cause is being analysed and resolved.

· Strategic improvement initiates, optimizing processes.

· Knowledge on industry's best practice framework, process and tool knowledge.

· Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.

· Support the design, development, delivery and management of communications.

· Conduct impact analyses, assess change readiness and identify key stakeholders.

· Complete change management assessments

· Identify,



analyse and prepare risk mitigation tactics

· Support and engage senior leaders

· Integrate change management activities into project plan

· Manage stakeholders

· Define and measure success metrics and monitor change progress

· Support change management at the organizational level & manage the change portfolio

Must have Skills

· Strong interpersonal and communication skills, with the ability to effectively interact with customers and address their needs.

· Excellent in English, both written and spoken.

· Good facilitating and coordination skills

· Addressing customer inquiries, resolving issues, and ensuring a positive customer experience.

· Assisting with the implementation and maintenance of service processes, including incident management and problem resolution

· Assisting with the implementation and maintenance of service processes, including incident management and problem resolution.

· Collaborating with service staff and providing support for their daily tasks

· Tracking service metrics, analysing data to identify areas for improvement, and preparing reports for management.

· Contributing to the development and implementation of current service processes and procedures.

· Familiarity with relevant tools and technologies used in service management, such as CRM software or service desk applications.

· Ability to work effectively in a team environment and collaborate with other departments.

· With more experience, individuals can advance to roles with more responsibility, such as service coordinator or service specialist.

· Hands on with service management principles and best practices, such as ITIL.

· Should have working & hands on knowledge on ITSM tools like ServiceNow, Remedy etc along with functionality of creating, & running reports directly from the tool.

📌 Service Management (Bengaluru)
🏢 TalentOla
📍 Bengaluru