Fourth Dimension Technologies Looking for Incident Manager – ServiceDesk at Chennai, Tamil Nadu, India Full Time

Expectations: Good Communications, ITIL Certified Engineer, Exp in Incident management – RCA (Root cause analysis), Change management, Planning and execution.

1. Publish Daily, Weekly and Monthly IPC Reports as agreed and required.

2. Present project/Program status and raise issues and risks appropriately in weekly governance.

3. Work with Tower leads, managers and second line managers to deploy best practices and measure benefits realized based on Lessons learnt.

4. Close skill gaps in teams and ensure the heat map is green for Towers – SM area.

5. Participate in weekly and daily meetings and provide update to Tower and competency management.

Quality Adherence:

1.Ensure outage metrics are measured for all tracks and action plans are executed to minimize outage.

2.Initiate Defect Prevention and liaise with tech competency for proactive problem management, Trend Analysis.

3.Enable PBA based decision making among managers.

4.Ensure collaborative participation in weekly reviews, SLA reviews, tower reviews, Exception and PPM RCA, Central initiatives.

5.Deploy and track procedure hardening and its related control points and continually identify areas of improvement.

6.Collaborate and build healthy relationship with delivery teams and technical towers.

Adherence to Processes & Non-Compliance:

1. Follow the Leave policy by applying in portal with prior notice for planned leaves.

2.IT & Security training Compliance for self & DRs without follow-ups.

3.Zero findings for password policy violation & Cyber Security Policy 100% compliance.

4.Ensure zero violations of Business Conduct Guidelines.

5.Drive team on usage of Quality checklist (build one) as the single repository for all process and procedure documentation.

Skill/Career Development:

1.Conduct training/continuing education programs on select topics for leads, SLM’s, tower managers and Delivery Teams.

2.Drive preparation, maintenance and updating of Individual Development Plan (IDP) and 1×1 monthly.

3.Executive Level Communication (Oral and written).

4.Executive Level Presentation skills.

5.Mandatory tool trainings for Teams, leads & new joiners.

Work Location: Ascendas IT park, Chennai

Experience Required: 10 Years to 12 Years

Notice Period: Immediate Joiner to 1 Month

Salary: As per the Market Standard