Job Description

• In depth understanding, Knowledge & Hands on experience in designing, implementing Incident Management & Major Incident Management Process.
• Should have knowledge on RCA & Problem Management Facilitation.
• Should be able to communicate and coordinate with various stakeholders and business counterparts during Severity 1 incident.
• Should have in depth knowledge on Major Incident Management life cycle.
• Awareness of SLA and impact on business.
• Accountable for delivering ITSM Process solutions.
• Develop templates, guidelines & other job aids.
• Developing Metrics/KPI's & performing data collection related to the processes deployed, driving analysis & improvements based on recommendations.
• Expertise needed in Incident, Problem & Change Management Process.
• Knowledge of Implementing CMDB is an added advantage.
• Should have exposure to Ticketing tools like BMC Remedy & Service NOW.
• Basic Exposure to Agile & SCRUM.

ITIL Certification