What are the responsibilities and job description for the Incident Manager position at INFT Solutions inc?
Job Details
Bachelor s degree in Computer Science, Electronics, or a related field.
Understanding of ITIL Problem Management and Major Incident Management.
Knowledge of platform services: Windows, Linux/Unix, Network, and Storage systems.
Awareness of security and customer data protection.
Strong decision-making and coaching skills.
Analytical and problem-solving abilities, with the ability to multitask effectively.
6 years of experience in Problem Management or Major Incident Management.
Strong knowledge of ITIL Problem Management and Major Incident Management processes.
Excellent communication, critical thinking, and root cause analysis skills.
Open to working in US shifts (ET hours).
ITIL Foundation certified.
Service-Now experience is a plus.
Key Responsibilities:
Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution.
Prioritize and schedule calls with technical teams to identify the root cause of issues.
Update and maintain the Problem Field in Service-Now with data from RCA investigations.
Manage Problem Tasks derived from investigations until closure.
Ensure SLAs are met and root cause analysis is completed on time.
Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets.
Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents.
Min 8 year of experience in managing the IM and MIM processes
Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
Strong analytical, communication, presentation and reporting skills
Good leadership, people management and operational skills
Should have exposure to ITIL practices.
