Incident Manager

• Trend Analysis of Incidents, Service requests and predictive action.
• Preparing Incident & SR analysis dashboard and present to customer.
• Take initiatives to bringdown incident/SR counts
• Analyzing root cause of repetative Incidents and take proactive measures
• Task distribution, Follow up on Ageing tickets & Escalation to appropriate stakeholders.
• Ensure tickets are addressed within agreed SLA/SLO.
• Preparing & Presenting change tickets in CAB meetings
• Own problem tickets and Delivering RCA for Problem tickets.
• Creating , developing and improving required documentation such as process flow diagrams, process detailed documentations , roles/responsibilities, presentations, gap analysis reports etc.
• Responsible for the documentation of the ITSM Process integration across processes
• Assist Operation manager in preparing dashboards & reports by providing key inputs.
• Ensuring ITSM process documentation related deliverables to Service Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
• Understands foundational concepts and able to navigate the relationships between ITSM Processes, IT Service Management Process requirements, and business/IT management needs that are moderate in nature which may span multiple ITSM Processes.
• Supports Operation Management in the efforts to gather and create ITSM Process requirements for process improvements.
• Contribute to Operation Managers on the analysis and recommendations for ITSM Process cost saving opportunities.

Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that details pros, cons and risks