Do
RESPONSIBILITIES
âÃÂâ Drive the efficiency and effectiveness of the Incident Management process
âÃÂâ Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer
âÃÂâ Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
âÃÂâ Knowledge management activities - creation and sustenance
âÃÂâ Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
âÃÂâ Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.
âÃÂâ Bring in Service improvements and close the Gaps as per the Audits and Assessments
âÃÂâ Conduct Incident and Major management training and spread awareness
âÃÂâ Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution
KEY SKILLS AND COMPETENCIES
âÃÂâ Excellent people management and operational skills
âÃÂâ Ability to interact with all levels of the Customer and IT provider organization
âÃÂâ Good presentational skills
âÃÂâ Effective communication skills
âÃÂâ Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
âÃÂâ ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
âÃÂâ 5-8 years of experience in IT Service Management
Source: Wipro careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More
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