Incident Specialist– Incident Management

Posting Description:

Job Title - Incident Specialist-Incident Management

Location- Gurugram/Noida

• 3 - 6 years of experience working in the same role
• Experience with ITIL v3/v4, specifically in the area of Incident, Problem and Change
• Exposure to tools like WebEx Teams, SharePoint, Service Now
• Experience in managing and defining best practices based on the ITIL Incident framework
• Strong written and verbal communication and relationship management skills
• Deductive reasoning
• Command and Control presence while managing critical incidents
• Maintains a professional demeanor and attitude while being assertive
• Ability to challenge information if the response does not fit the situation
• Extensive problem solving, organizational and project management skills.
• Extensive experience with standard desktop tools, including Microsoft Office.
• Ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high volume environment

• Should be able to drive restoration calls independently
• Attention to Detail
• Quality Focus
• Good analytical skills and be able to correlate the issues
• Excellent problem solving and resolution skills
• Promoting Process Improvement
• Flexibility to work in night shifts
• Self-starter; ability to begin working with minimal coaching.
• Strong communication skills. Provides information to others both internal and external to the organization.
• Good decision making
• Ability to work independently as well as part of a team on multiple overlapping issues.

• Driving the restoration of high priority incidents engaging right resources at the right time
• Engage & drive restoration with required vendors
• Driving the calls with command and providing updates to the senior leadership
• Driving the efficiency and effectiveness of the incident management process
• Producing management information, including KPIs and reports
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Driving, developing, managing and maintaining the major incident process and associated procedures
• Reviewing and auditing the incident management process
• Oversee and support senior business and IT managers in meeting established SLA’s required to meet regulation standards

• Bachelor’s degree in computer science / information system or equivalent
• ITIL certified – Added advan

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