incident ManagerHCL Technologies Limited

Job Description
The Incident Manager ensures the efficiency and effectiveness of the Incident Management process by monitoring key indicators to judge, control, steer and measure, report, compare and manage the process.
The successful candidate will have a strong background in Service Management and have held recent, specific incident management posts for a leading IT Service provider.
Candidates should also be used to working in a fast paced and dynamic environment and have the ability to start a new position hitting the ground running from day 1.
ITIL qualifications are an obvious must and preference would be for V3. They will be required to manage IT issues across infrastructure and applications as they arise.
Responsibilities
Validate an incident as major incident by following the process agreed
Initiate senior management communication about major incident process
Act as Duty Manager and involve the required support teams for faster resolution of incident.
Initiate user communication for services impacted
Send ongoing updates to relevant stakeholders
Set up and conduct Conference calls for Major Incidents if required
Scheduling regular meetings to co-ordinate and discuss major incident
Communicate summary of discussions to all participants
Co-ordination with technical teams to provide quickest resolution for Major Incident