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    Incident manager- ITLarge Broking House - Mumbai, India - Riverforest Connections Private Limited

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    Description

    JobDescription

    PositionPurpose

    • Change Management IncidentManagement Problem Management as perSLAs
    • Audit related toITSM
    • MIS regulatoryReporting

    DirectResponsibilities

    • Incident Changeproblem management as per the SLAs and as defined in theprocedures
    • Logging all relevantChange/incident/Problem/service request details allocatingcategorization and

    prioritizationcodes

    • Providing firstline investigationand diagnosis
    • ResolvingChange/incident/Problem//service requests when first contactedwhenever possible
    • EscalatingChange/incident/Problem//service requests that they cannot resolvewithin agreed

    timescales

    • Keeping users informed ofprogress
    • Closing all resolvedChange/incident/Problem/ requests and othercalls
    • Conducting customer/usersatisfaction callbacks/surveys asagreed
    • Communication with users keepingthem informed of incident progress notifying themof

    impending changes or agreedoutages etc

    • Driving Problem managementprocess to ensure recurring issues and critical incident root causeis

    correctly identified and tracktill closure

    • Participation in GCP IGregulatory audits related toITSM
    • Configuration of the ITSM tool toensure the attributes as documented in the procedures arewell

    captured in thetool.

    • Drive CABmeetings
    • Ensure yearly change freezeprocess

    ContributingResponsibilities

    • Coordination acrossteams to communicate on the incident / problemprogress
    • Conducting trainings of IT stafffor ITSM processes
    • CapacityManagement
    • Audit ProjectDelivery

    Technical &BehaviouralCompetencies

    • Good understanding ofITIL processed with excellent work experience onITSMprocesses
    • Excellent communication andcoordination skills

    Specific Qualifications(if required)

    • ITSMManagement
    • Working Knowledge of Brokingindustry
    • Service Now Tool /ManageEngine
    • ExcelWindows
    • Presentation

    ChangeManagement Track and Record all the changesinorganization level

    Incident Management Record and follow up wit the Application Supportteam andother stakeholders.Reporting

    ProblemManagement Record and follow up with the ApplicationSupport team andotherstakeholders.Reporting

    incidentmanagement,Change Management,ProblemManagement,ITSM,ITIL,Audit



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