Incident Manager(Job No 1008)

For Gbm Is A Leading End-To-End Digital Solutions Provider.

10 - 15 Years

Full Time

Up to 30 Days

Up to 50 LPA

1 Position(s)

Dubai

10 - 15 Years

Full Time

Up to 30 Days

Up to 50 LPA

1 Position(s)

Dubai

Job Skills

Incident Managers scope of work

10+ yrs Major work experience.
Manage the life cycle of the incident. (From Incident Identification to Incident restoration)
Perform business impact analysis to categories and priorities the incident.
Incident triage handling and communicating about the same.
4-Conduct post incident review.
Proactive monitoring and identifying of incidents.
Collaborate with the IT cross functional teams ( IT infrastructure, IT security, dev team, app team, vendors, problem management, change management) and update about the incident management process.
Identify the area of improvement through the continuous improvement process.
Perform trend analysis and share the monthly, quarterly report to the management.
Cater the Problem management team post the closure of the incident.
Maintain and update the Incident Management process document.
Maintain Incident records.

ITSM Daily operations include Service Request/Incident/Problem/Change and SLM teams and restore services within SLA for Infrastructure and Application support (Managed Services).
Managing Major Incidents with timely communications and conduct formal Root cause analysis as part of Problem Management and deliver the report within SLA.
Coordination with multiple teams which includes IT infrastructure, application team, engineering team for effective resolution.
Follow escalation matrix (Functional/ hierarchical) during any major incident handling.
Sending effective communication to all the required stake holders in a simple way without any technical details.