Dimensions HRD Consultants Looking for Incident manager at Mumbai, Maharashtra, India Full Time

We are hiring for one of the best life insurance companies in India catering to customers with wide range of life insurance policies.

Incident Manager Responsibilities

• To restore the services as quickly as possible
• Escalate the problem to the right support staff.
• Provide an alternate solution if available.
• Assess the impact due to the incident.
• Generate the incident ticket.
• Release the Flash/Management Report
• Escalate the incident to the stack holder/senior management and update periodically as per the agreed process.
• Initiate conference call between different support staff/groups for speedy recovery of the incident.
• Initiate separate conference call for Business management update.
• Continuously follow the incident until the closure
• Arrange SQRM (Service quality review meeting) to discuss the MEDIUM/HIGH/CRITICAL incidents and provide RCA (Root cause analysis) and action plan to eradicate the problem permanently.
• Generate weekly incident MIS report for the dashboard.
• Generate weekend activity reports from the GSD tool.

Additional Skill Requirement

• Should have at least 6 to 7 years of experience in incident management.
• ITIL certified or any other equivalent certification.
• Should have a broad knowledge of IT i.e. Server, Network, Datacenter, Application stack, etc.
• Fluency in Spoken and Written English
• People handling skills essential as he needs to work with various teams.
• Should have worked on Incident management Tools and good command of Excel, PowerPoint, etc.