About the role
Responsibilities:
- Coordinate and manage the incident management process.
- Monitor incident SLAs and ensure timely resolution.
- Facilitate major incident calls and stakeholder communication.
- Track Root Cause Analysis (RCA) and corrective actions.
- Prepare incident dashboards and management reports.
- Drive process improvements and ensure adherence to ITSM best practices.
- Coordinate resource allocation and ensure effective utilization of resources.
Requirements:
- Strong experience in PMO and incident management.
- Good knowledge of ITIL/ITSM processes.
- Strong coordination, stakeholder management, and communication skills.
- Good reporting and analytical skills.
- Proficiency in MS Excel and PowerPoint.
- Experience with incident tracking tools such as ServiceNow, Jira, etc.
- Experience in resource allocation will be preferred.