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Incident Manager

Zensar
1 Openings • Deadline 30 Dec 2021
About the job

Job Title: Incident Management

About Zensar:

Zensar is a digital solutions company helping organizations around the world achieve new thresholds of business performance. We work with clients in banking and financial services, hi-tech and manufacturing, insurance, consumer services, and more. We prepare our clients for sustainable success through experience design, cloud technology, advanced analytics, and business acceleration.

 

About Job:

 

Must Have’s:

  • Candidate with 4-7 years of experience of Incident, Major Incident & Service request management processes of ITSM
  • The role requires proactively run incident processes and analyze incident metrics.
  • Identifying changes in the support processes and change the incident management process respectively
  • Conduct regular review of incident management process and drive improvement to the process, tools, templates, documents and reports with customer counterparts
  • Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes within vendor and customer's internal support teams
  • Experience of leading and managing Major incidents from notification to service restoration
  • Regular communication to internal and external stakeholders within SLAs
  • Good knowledge on the Service Request Management process
  • Creation and presentation of customer facing incident reports and trend analysis.
  • Have strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritization based on impact to the business.
  • Using ServiceNow as a Service Management tool
  • ITIL V3/V4 foundation certification is must & Service Operation certification will be an added advantage
Qualifications
  • BCA
  • Btech/BE
  • MBA/PGDM
  • (Equivalent profile accepted)
Skills Required

Incident Management

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Fulfillment Required
Yes
Job Type

FullTime

Job Location

Hyderabad, Pune

Work Experience

4-7 years

Salary

Rs. 5,00,000-10,00,000 Lacs

Functional Area

IT Hardware/ Technical Support/ Telecom Engineering

Industry Type

IT-Hardware & Networking, IT-Software / Software Services

Published On

28 Oct 2021

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