Job Title

Required Technical Skill Set ITIL Process Expert - Major Incident Management , Driving Bridge call , RCA, ITSM Incident Lifecycle Desired Competencies (Technical/Behavioral Competency) Must-Have Should have min 4 years’ experience in Major incident Management Area Should have knowledge and Understanding in the ITIL Process Areas, Especially Incident, Problem, Change, Knowledge, Request Fulfillment and Configuration Management, Infrastructure criticality, Priorities etc Should be able to Effectively manage team members, including technicians and advisors, to ensure team objectives and goals are being carried out Should be able to represent the team while leading a Sev1 and Major incidents, provide technical direction and lead trouble shooting coordination on incidents to drive issues to fastest possible resolution & RCA for Permanent Resolution Perform relevant project management processes - i.e., initiate, plan, execute, monitor, and control and close, and the supporting processes e.g., scope, cost, time, issue, risk, resource, communication, stakeholder management Should have knowledge in Understanding the business benefits, Values and business requirements and translating business requirements into systems requirements. Should be able to investigate and solving customers' problems - RCA, which may be complex or long-standing, that have been passed on by customer service assistants Should have knowledge in Service Management Ticketing Tools Should have experience in Driving the efficiency and effectiveness of the ITIL Process Areas (Incident, Problem, Change) An effective communicator with exceptional relationship management skills with ability to relate to people at any level of business. Good to have/Additional Skill Demonstrated abilities in leading & motivating large teams, organizing training programmers for enhancing the personnel skills. Presentation and public speaking, Ms Excel, Exceptional Verbal and Written Communication Skills Interpersonal Skills