Brennanit - Incident Management Coordinator - ITSM/ITIL (2-5 Yrs) Mumbai (Others)

Role : Team Lead - Incident & Problem Management Job Description : Purpose of Role : - The purpose of this role is to ensure end to end accountability of Incidents within the Service Desk - This function reports to the Head - Service Experience.This role will have full authority of the Brennan Management team to act in the best interests of clients during times of their services being impacted This role requires the follow Competencies & Experience Key Competencies : - Recognised as the subject matter expert for incidents within Service Desk - Drive development of Brennan policies, standards, processes, and procedures - Has intrinsic knowledge of the Tier 1 customer requirements and drives this knowledge during an incident.
-Demonstrates a thorough understanding of both technical and business issues enabling correct commercial decision making. Key Qualifications : - Must have 8 years of relevant experience in ITIL Incident Managementand Service Management - Experience in Change Management and Problem Management will be highly preferred - Should have been managing/leading a team with minimum 18 months experience Essential Certifications : - ITIL Service Management Traits : - Problem Solver - Influencer and Persuader - Methodical Key Responsibilities : - Lead and Manage the Incident & Problem Management Team with the primary functional role to establish end-to-end accountability of all the Major & Minor Incidents within the Service Delivery Operations and ensure the incidents are resolved within the agreed SLA, using the full capabilities of the resources both within the company and supporting vendors.
-Responsible for the overall direction in team duties on a daily basis, deliver as per targets and evaluate the team key performance metrics, ensuring smooth process functioning.
-Act as the SPOC within the enterprise for all escalations and communication activities for high severity Incidents, Service Requests and Outages related to the business applications and infrastructure, and also ensure the service recovery is handled expeditiously with communications maintained the senior management or the executive levels for awareness and prioritization.
-Implement and manage Service Delivery Framework for Tier 1 customers to ensure the processes and documentation is aligned with the industry best practice frameworks like ISO and ITIL. Organize team building activities to help the team in performing efficiently.
-Maintain the quality of the Ticket Management System by performing daily checks and audits to determine any trends or potential blockade for next action plan.
-Manage and assist the team in preparation, facilitation, documentation and distribution of Post Incident Reports.
-Conduct training workshops on the entire process of Service Delivery Operations and monitor the transition of new joiners in the Company.
-Recognized as the Subject Matter Expert for all Incidents and assist the Problem Management Team with the root cause analysis.
-The role will be responsible for the general coordination - internally and externally - of Major Incidents, ensuring that the incidents are resolved using the full capabilities of the resources both within Brennan IT, and also our underlying supplier support network - The role will also engage with Problem Management on a regular basis to highlight and eliminate where feasible reoccurring incidents.
-Service Delivery Framework Implementation - Update and refine Tier 1 customer process documentation against industry recognised best practice frameworks like ISO and ITIL - Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, communications and escalations - Constantly review the Major Incident processes and identify improvements to increase efficiency and CSAT - Prepare incident reports that capture key information during an incident and provide quality delivery on the documentation - On Call may be required from this role and it will cover weekend timing or as required by the business needs - Root Cause Analysis on all Major Incidents by supporting the Problem Management function - Ability to work in a 24/7/365 support environment Desirable : The following Qualifications would be an advantage for this role; - ITIL process design, implementation and administration - Prior experience within an outsourced service delivery environment - Proven ability to influence key decision makers - Working knowledge of ITSM service delivery concepts

Required Skills : English