Must Have’s:

 Candidate with 4-7 years of experience of Incident, Major Incident & Service request

management processes of ITSM

 The role requires proactively run incident processes and analyze incident metrics.

 Identifying changes in the support processes and change the incident management process

respectively

 Conduct regular review of incident management process and drive improvement to the process,

tools, templates, documents and reports with customer counterparts

 Provide education, guidance, support, to ensure adoption of and adherence to Incident

management processes within vendor and customer's internal support teams

 Experience of leading and managing Major incidents from notification to service restoration

 Regular communication to internal and external stakeholders within SLAs

 Good knowledge on the Service Request Management process

 Creation and presentation of customer facing incident reports and trend analysis.

 Have strong organization skills enabling the management of multiple incidents simultaneously

and be effective in their prioritization based on impact to the business.

 Using ServiceNow as a Service Management tool

 ITIL V3/V4 foundation certification is must & Service Operation certification will be an added

advantage