Associate Manager Incident Management

Associate Manager Incident Management

Qualifications

6 to 8 years of Incident Management experience

Resolve the L1 level query.

Password reset and another log in issue.

To Understand Change Management Process

Overall, Knowledge on SAP

Responsibilities

Incident management – Manage end to end Incident process.

Problem management - Manage end to end Problem process.

Change and Release mgmt. Manage end to end Change and Release process.

Track the SLA and proactivity take action to prevent the breach of SLA.

Drive the major incident Process and manage the end-to-end communication.

Manage the capacity and availability management.

Prepare the daily and weekly and monthly governance report.

Assisted in streamlining Change Management process to ensure First time right and delivery of changes as per timelines agreed in the SLA by creating insightful reports and dashboards.

Preparing important reports on Critical KPI’s related to Incident and Change management as per service level agreement.

Responsible for preparing and sending communication to all stakeholders in case of Major incidents / escalations.

Responsible for managing internal and external quality audit.

Should have knowledge on ISO 20K and CMMI standards.

SAP Experience will be an added advantage

Seniority level Not Applicable

Employment type Full-time

Job function Information Technology

Industries IT Services and IT Consulting

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