IGT Solutions
Location
Gurgaon | India
Job description
Job Title: Assistant Manager - Incident Management Job Location: Gurgaon Job Type: Full Time
Primary Competencies Focus on the delivery of the customer’s solutions by planning, organizing, leading, controlling. This position requires a positive, hands-on team-oriented leadership style. Works with a cross functional teams to provide IT Service Management expertise using established frameworks, such as the Information Technology Infrastructure Library (ITIL). Should have experience to handle service delivery & customer Delivering internal projects, Ramp-up, Migrations for multiple processes Works with internal process owners (i.e. Change Management, Problem Management, Configuration Management) to improve inter and intra-process integration and business alignment including; defining roles and responsibilities; assisting with operational level agreements; defining policies, processes, and procedures; and recommends the priority of adopting identified changes ITIL & ITSM certification, Overall experience as ITSM practitioner in the IT service industry Handling Major Incidents (P1 & P2) & escalations from business and SLA management. Managing updates and communication to technical teams, service delivery and clients Knowledge and experience on Network performance, data/connectivity degradation, system events and alerts (Telco, ISP) Experience with service ticketing/tracking systems (Service Now preferred) Experience with Remote Control/Remote Assistance tools Experience with Knowledge Management systems Provide coordination across all core team members and departments to operate effective & desired operations Incident handling and management. Assess and diagnose escalated problems. Ensuring compliance with regulatory & IT Security policy. Communicate and stay in touch with the various Service Management deployment And Voice engineering teams and give support where required. Provide reports, risk lists, open & issues/task. Effective client Communication & provide timely Updates Excellent verbal and written English communication is a must Interpersonal and customer service skill is required Drive and participate in bridge calls and daily meetings. Monitoring all incident, Analyzing. Sharing a daily, weekly, and monthly MIS report. Ensuring agreed SLA and business processes are adhered to and manage the relationship with client. Vendor Management. Flexible in night shifts and support on weekends or holidays. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.Job tags
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