Incident Manager

hace 1 semana

Guadalajara, México Wipro Limited A tiempo completo

Overview:
**_ Incident Manager_**

The role of Incident Manager is to ensure the goals of the Incident Management process are achieved. The main objective is to restore normal service as soon as possible. Normal service should based on customer perspective and should be explicitly be defined in a SLA.
- RESPONSIBILITIES_
- Drive the efficiency and effectiveness of the Incident Management process
- Produce authorized management information
- Manage and coordinate the work of the Customer Support Center (CSC)
- Monitor the effectiveness of the IT Service Management tool and make recommendations for continued enhancements
- Ensures the quality of the process
- Empower Process Analysts to make decisions based on customer needs
- Ensure compliance across processes and collaborate with other Process Managers
- Monitor and report on process compliance across ITS (CSC and ‘n’ level support areas)
- Coordinate activities between multiple ‘n’ level support groups to ensure adherence to Service Level Requirements (SLR) where multiple groups are needed to resolve a single incident
- Ensures effective communication to Senior Management, Customers, Users, and Technical staff
- KEY SKILLS AND COMPETENCIES_
- Knowledge and experience of contract and/or supplier management roles (how it ties into Service Level Agreements (SLAs))
- Excellent people management and administrative skills
- Good understanding of statistical and analytical principles and processes
- Good presentational skills
- The ability to interact successfully with all levels of the Customer and IT provider organization
- Good negotiating and facilitation skills
- Strong staff management skills
- Client service oriented
- Effective communication skills
- Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
- Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal etc).
- ITIL Foundation Level Training or knowledge required
- Language_
- Proficient in English and Spanish
- Location
- Guadalajara

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