Apply for ITSM Manager Job

6 to 8 Years Relevant Experience

• Escalation point, responsible for call and notification management and first point of contact for service restoration.
• To work in 24/7 operations and project support Major Incident Management activities.
• Adhere to the Responsibilities detailed in the Incident Process.
• Investigate and diagnose Major Incident to restore failed Application or Service as quickly as possible.
• Document troubleshooting steps and service restoration details for accurate timeline.
• Providing periodic major incident metrics reports as management Notification to top management during the bridge call with periodic intervals.
• Forming collaborative action plans with specific actions, roles, deadlines, and ensuring these are completed.
• Driving the Bridge call with end-to-end responsibilities till closure.
• Following the proper escalation matrix during and after the bridge calls.
• Accountable for the Major Incident Management process and maintains and improves the process as necessary to achieve the objectives of the business.
• Added advantage on having Knowledge in ServiceNow & MS List.