Incident Manager

Responsibilities:

• Supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client

• Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update

• Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the SM/DPE in the service status meetings held with the client

• Raise requirements to the relevant delivery organization functions in order to improve efficiency.

• Support the SM/DPE in the establishment of client satisfaction measurements with regard to due services.

• Manages the recovery and communication of major incidents affecting a client's business.

• Coordinating resources and actions to determine root cause for incident

• Plan and coordinate teams to expedite technical recovery requirements necessary to correct major infrastructure incidents.

• Coordinate real time communication to Client and IBM Management detailing specific recovery actions, plans, and near real-time statuses.

Requirement:

• 5+ years of experience in IT service delivery management

• Detailed knowledge of the ITIL framework

• Strong communication and collaboration skills

• Proven experience in stakeholder management

• Experience with service level agreement (SLA) management

• Strong analytical and problem-solving skills

• Experience with risk assessment and management

• Familiarity with forensic analysis and monitoring

• Strong decision-making and leadership skills

• Familiarity with ServiceNow

• Bachelor's degree in Computer Science, Information Technology, or related field