Shift Timings: 2 PM IST to 11 PM IST /3 PM IST to 12 AM IST
Responsibilities:
Incident response and management: Lead the response to IT incidents, from initial detection to resolution, ensuring the process aligns with ITIL standards.
Team coordination: Assemble and direct incident response teams, delegating roles and managing workloads to address incidents efficiently.
Communication: Manage the flow of information, keeping all relevant stakeholders, including customers and leadership, informed throughout the incident.
Prioritization: Prioritize incidents based on urgency and business impact, ensuring that critical issues are addressed first.
Problem-solving: Investigate the root cause of incidents and implement solutions to prevent recurrence.
Process improvement:
Analyze incident data to identify prospects for improvement in the incident management process and other related IT service management processes.
Monitoring: Oversee the implementation and maintenance of monitoring systems to detect issues proactively before they escalate.
SLA compliance: Ensure that incident resolution times meet established service level agreements.
Qualifications:
Robust understanding of IT service management (ITSM) and frameworks like ITIL.
Proficiency with IT systems, software, and incident management tools (ServiceNow would be beneficial).
Excellent problem-solving, analytical, and time management skills.
Leadership and team management abilities.
Robust communication and interpersonal skills.
Bachelor's degree in information technology or engineering.
Experience in IT service management or a similar role.
📌 Incident Manager Pune
🏢 Stratacent
📍 Pune
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