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    Specialist - Noida, India - BirlaSoft

    BirlaSoft
    BirlaSoft Noida, India

    4 days ago

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    Description

    .

    Major Incident Manager- Job Description

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

    · 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 analyzed and resolved.

    · Strategic improvement initiates, optimizing processes.

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

    Experience.

    · 6-8 years of experience in Incident/Problem/ Change Management /IT operations management.

    · Excellent in English, both written and spoken.

  • Good facilitating and coordination skills
  • Experience working with ITSM tools & processes in general and Service Now experience are bonuses

    • · ITIL Certified Professional

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