United States
India
16 October 2024
Responsible for overseeing the incident management process within an organization to ensure that incidents are promptly addressed and resolved.
Mandatory Skill(s)
- Minimum 5 years of experience in incident and problem management within a large organization;
- Excellent communication skills, capable of conveying complex information clearly;
- Strong interpersonal abilities to manage customer relationships effectively;
- Analytical mindset with the ability to navigate complex technical and process-related issues;
- Self-driven and capable of working independently.
Desirable Skill(s)
- Experience in a regulated industry is preferred;
- ITIL 4 certification is preferred;
- Experience with ServiceNow is advantageous.
Responsibilities
- Lead root cause analysis sessions to identify fundamental issues and preventive measures;
- Track follow-up actions to ensure timely resolution of problem tickets;
- Analyze and log problem tickets for future reference;
- Serve as the gatekeeper for all known errors;
- Monitor and report on Problem Management KPIs;
- Coordinate efforts across L2 and L3 support teams for timely incident resolution;
- Escalate cases involving process failures that delay resolution or result in SLA breaches;
- Attend regular incident review meetings to ensure open incidents are addressed promptly;
- Generate periodic service reports for stakeholders;
- Analyze incident trends to identify opportunities for improvement;
- Ensure incidents are documented accurately according to the Incident Management process;
- Conduct reviews of major incidents to capture insights and finalize improvement actions.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Binod Chetri at binod.c@sciente.com quoting the job title.
