- Should have min. 5 years of work experience in ITSM Incident / Major Incident Management process.
- Should have in-depth knowledge of ITSM Incident / Major Incident Management process/practice.
- Should have experience in developing, documenting, communicating, and maintaining Incident / Major Incident Management process and procedures.
- Should have experience in leading Incident / Major Incident Management activities within a structured process framework, which includes but is not limited to the following:
- Developing, documenting, communicating, and maintaining the Incident Management process and procedures, for Supplier, Customer, and Third-Party Suppliers.
- Ensuring standardized methods and procedures are used to restore IT Service to the Authorized End User as quickly as possible.
- Developing and documenting processes regarding interfaces, interaction, and responsibilities between Level 1 support Representatives, Level 2 support Representatives, and any other internal or external persons or entities that may either raise an Incident, act on an Incident, or receive an Incident.
- Ensuring compliance with Incident Management processes by Supplier, Customer, and Third-Party Suppliers.
- Working cross-functionally, and with minimal guidance, to facilitate and lead information exchange between and among Supplier and Third-Party Suppliers to drive continued improvement in end-to-end process.
- Providing end-to-end traceability even when Incidents span across multiple areas or parties.
- Creating and maintaining an escalation matrix and process for escalating the Incidents not Resolved in the timeframes, according to the Priority of the Incident, to Customer or Supplier’s management.
- Managing Major Incident lifecycle for Customer, Supplier, and Third-Party Suppliers. As part of service restoration for Priority 1 and Priority 2 Incidents, performing the role of Major Incident manager.
- Increasing visibility and communication of Incidents to the Customer Business and IT support staff
Job Function
IT INFRASTRUCTURE SERVICES
Desired Candidate Profile
Qualifications : BACHELOR OF ENGINEERING
