Incident Manager - 9 To 12 Years - Mumbai, Pune & Bengaluru Capgemini

About Capgemini

Job Description

Job DescriptionProven experience in incident management within an IT service management frameworkFamiliarity with incident management tools and systems eg ServiceNow Jira etcStrong understanding of ITIL Information Technology Infrastructure Library principles especially in the context of Incident ManagementLead and coordinate the response to IT incidents ensuring that the appropriate resources are engaged to resolve issues promptlyImplement incident resolution procedures to restore services within agreed upon service level agreements SLAsEstablish and maintain a classification system for incidents based on impact and urgencyPrioritize incidents according to their business impact and criticalityCommunicate incident status updates and resolutions to relevant stakeholders including end users management and support teamsAct as the primary point of contact for incident related communicationsImplement escalation procedures to ensure that incidents are appropriately escalated based on severity and SLA breachesPrimary SkillsProven experience in incident management within an IT service management frameworkFamiliarity with incident management tools and systems eg ServiceNow Jira etcStrong understanding of ITIL Information Technology Infrastructure Library principles especially in the context of Incident ManagemenSecondary SkillsShould collaborate with support teams and management to expedite incident resolutionCoordinate with Change Management Problem Management and Release Management teams to ensure a seamless flow of information and resolution of underlying issuesRelevant certifications in ITIL or incident management is a plus,