Incident Manager

IBM
2 to 3 Years
Posted on 20 Jun 19
Job DescriptionLast Date 19 Aug 19
Incident Manager

Category: Technical Specialist

Required Education: Bachelor's Degree

Required Professional and Technical Expertise:
  • Minimum 2-3 years in IT Service Management - incident /problem/ change
  • Ability to gather and maintain a wide array of data, analyse data, preparing reports, and introduce process improvements throughout the reporting process along with excellent and technical skills
  • Experience in exercising judgment while analysing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness for account
  • Demonstrated expertise to prepare required documents and presentations as required
  • Proven expertise to ensure high level security, accuracy, and efficiency, demonstrate attention to details

Preferred Education: Master's Degree

Preferred Professional and Technical Expertise:
  • ITIL/ITSM Foundation or Intermediate certification
  • Ability to establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
  • You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
  • Intuitive individual with an ability to manage change and proven time management
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
  • Up-to-date technical knowledge by attending educational workshops, reviewing publications

Role and Responsibilities:
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Act as point of contact for all Major Incidents
  • Obtains authorization for submitted change requests from the Incident & Change Authority
  • Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition
  • Utilize the Incident and change in process management reporting system to monitor and track changes
  • Drive considerable initiative and discernment relative to problem determination / resolution and telephone etiquette
  • Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies
  • Own ITIL Incident management - analyze and design service management processes, research and present standard methodologies, and drive for continuous improvements
  • Manage weekly and monthly Incident review meetings and provide data metrics to Leadership

How we’ll help you grow:
  • You’ll have access to all the technical and management training courses to grow your expertise.
  • You’ll learn directly from expert developers in the field; our team leads love to mentor.
  • You have the opportunity to work in many different areas to determine what really excites you.
Job Role

Job Type

Interview Type

Face to Face Interview

Company Description
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
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