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Incident Manager
hace 3 semanas
Guadalajara, Mexico
- 2948707
**Do**
**_ RESPONSIBILITIES_**:
- _ Drive the efficiency and effectiveness of the IncidentManagement process_
- _ Ensure all Incidents are correctly prioritized, categorized,routed, restored/resolved and closed as per the Process defined andagreed with the Customer_
- _ Regular communication updates to the Customer, End-Users andother Stakeholders during the entire Incident Management cycle_
- _ Knowledge management activities - creation and sustenance_
- _ Meet the SLAs and other KPIs agreed and produce the ProcessPerformance Reports_
- _ Ensuring Process adherence across the Account and extending theSupport for Process audits and assessments._
- _ Bring in Service improvements and close the Gaps as per theAudits and Assessments_
- _ Conduct Incident and Major management training and spreadawareness_
- _ Monitor the effectiveness of the IT Service Management tool andensure it is aligned to the process execution _
**_KEY SKILLS AND COMPETENCIES_**:
- _ Excellent people management and operational skills_
- _ Ability to interact with all levels of the Customer and ITprovider organization_
- _ Good presentational skills_
- _ Effective communication skills_
- _ Reasonable technical understanding and an ability to translatetechnical requirements and specifications into easily understoodbusiness issues_
- _ ITIL Foundation Level Training or knowledge required, preferredITIL SO intermediate certification_
- _ 5-8 years of experience in IT Service Management_
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