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    IT Incident Manager - Mumbai, India - RiverForest Connections

    RiverForest Connections
    RiverForest Connections Mumbai, India

    2 days ago

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    Description

    Job Description :

    Position Purpose :

    • Change Management, Incident Management, Problem Management as per SLAs
    • Audit related to ITSM
    • MIS, regulatory Reporting
    Direct Responsibilities :
    • Incident, Change, problem management as per the SLAs and as defined in the procedures
    • Logging all relevant Change/incident/Problem/service request details, allocating categorization and
    • prioritization codes
    • Providing first-line investigation and diagnosis
    • Resolving Change/incident/Problem//service requests when first contacted whenever possible
    • Escalating Change/incident/Problem//service requests that they cannot resolve within agreed timescales
    • Keeping users informed of progress
    • Closing all resolved Change/incident/Problem/, requests and other calls
    • Conducting customer/user satisfaction call-backs/surveys as agreed
    • Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc
    • Driving Problem management process to ensure recurring issues and critical incident root cause is correctly identified and track till closure
    • Participation in GCP, IG, regulatory audits related to ITSM
    • Configuration of the ITSM tool to ensure the attributes as documented in the procedures are well captured in the tool.
    • Drive CAB meetings
    • Ensure yearly change freeze process
    Contributing Responsibilities :
    • Coordination across teams to communicate on the incident / problem progress
    • Conducting trainings of IT staff for ITSM processes
    • Capacity Management
    • Audit Project Delivery
    Technical & Behavioural Competencies :
    • Good understanding of ITIL processed with excellent work experience on ITSM processes
    • Excellent communication and coordination skills
    Specific Qualifications (if required) :
    • ITSM Management
    • Working Knowledge of Broking industry
    • Service Now Tool / ManageEngine
    • Excel, Management : Track and Record all the changes inorganization level

      Incident Management       : Record and follow up wit the Application Support team andother stakeholders. Reporting

      Problem Management : Record and follow up with the Application Support team andother stakeholders.Reporting )
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