Incident Manager

Hi ,

Greeting from LTM!

We are hiring for Incident manager and Major Incident Manager role with below mentioned job description.

Interested candidate can share their resume on [Confidential Information].

• Liase with customer as focal point for all high priority and business impacting incidents reported
• Responsible for planning and coordinating all the activities required to perform, monitor and report on incident management process
• Managing the detection, recording updating, and/or closing of incident record. Point of contact and owner of all high priority incidents throughout the incident lifecycle
• Drive seamless incident management process execution with appropriate inputs to involved resolver groups to accelerate incident ticket resolution
• Responsible for timely business communications to all stakeholders as per agreed frequency
• Escalate incidents at risk of breaching service level agreement as per functional and hierarchical escalation matrix
• Chair the technical bridge with technical teams, resolver groups for quick resolution of incident as per agreed incident SLA's
• Coordinate with third party stakeholders and relevant teams, resolver groups for quick resolution of incident
• Identify, initiate and facilitate incident review meetings as per agreed frequency and share data metrics with key stakeholders
• Ensure closure of all resolved, end-user confirmed incidents in ITSM ticketing tool
• Develop and publish incident management reports with relevant stakeholders and groups as per agreed frequency
• Establish continuous improvement where incident management process performance, activities, roles and responsibilities, policies, procedures and supporting tools are reviewed and enhanced as required.