Need - Incident Manager - Urbana, MD(Onsite)

Overview

On Site
Depends on Experience
Contract - Independent
Contract - W2
Contract - 6 Month(s)
No Travel Required

Skills

COBIT
Database
IT Infrastructure
IT Service Management
Process Improvement
Service Desk
Problem Management
Incident Management
ITIL
ROOT
Recovery
Customer Service
KPI

Job Details

The following requirement is open with our client.

Client : TCS

Title : Incident Manager

Location : Urbana, MD(Onsite)

Duration : 12+ Months

Relevant Experience (in Yrs.): +yrs.

Role Description:

  1. Responsible for supporting the Senior Major Incident Manager on a 24 x 7 days / on call round the clock rota for the delivery of the Operations Centre Services to the business customers, providing stability and adherence to agreed service SLAs / KPIs across Service.

  1. The Major Incident Manager will act as the interface between L&G and 3rd Party Suppliers during Major Incidents and will have end to end responsibility for the Management, Communication, Escalation, Investigation and Resolution, ensuring Business/Customer updates are timely and of sufficient quality, arranging discussions and updates as required.

  1. The role will work closely with the Business Unit ITSM's to assist them with timely updates on Incidents for onward communication to the Business Communities and will be the primary contact for all follow up Incident questions.

  1. This role will work with Problem Management to document post incident recovery steps (via a PIR) to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base/Known Error Database (KEDB).

  1. Work with Service Desk and Level 2 Incident Management Resolver Team(s) to ensure that Service achieves the defined performance targets.

  1. Continually work to build effective, positive working relationships with both our Service Partners and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner.

  1. Responsible for contributing to the success of Service Operations (Major Incident, Problem, Availability, Event and Knowledge Management) activities within the team, and undertaking Continual Service Improvements as a day-to-day activity.

Required Skills:

  1. At least seven years' experience working in IT service management, or a similar role.
  2. Strong knowledge of IT service management software including ITIL and COBIT.
  3. IT Infrastructure, including in-depth understanding of associated technologies and architectures.
  4. Experience of working with and managing tier 1 suppliers.
  5. Have extensive experience of working in an IT Operations environment.
  6. Broad experience across IT systems and products with a deep technical operations background.
  7. Managing and interpreting performance to enable business improvements.

Thanks & regards,

Naveen yarramsetty

Technical Recruiter | ASCII Group, LLC
Office:

Email:

38345 W. 10 Mile Rd, Ste.#365; Farmington, MI 48335

Website:

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