Responsible for SLA/KPI tracking, management and understanding the importance of SLA compliance to Mckesson business.
Responsible for daily/weekly/monthly status updates to the business team.
Responsible for monitoring support teams for resolution of incidents/Tasks as per the SLA.
Coordination with support team and business teams for identification of permanent solutions for frequently occurring issues.
Responsible for monitoring war-room issues/P1 and P2 Incidents and get relevant stake holders to be involved for resolution of issues with minimal business impact.
Qualifications
5+ years experience as an Incident Manager. Ensure objectives of services agreed in the SoW are met continually.
Ability to understand the SAP technology landscape (SAP ATTP) of the services being provided.
Very knowledgeable in ITIL processes like Incident Management, Change Management, etc.
Certified in ITIL
Good problem management skills
Excellent verbal and written communication skills.
