Incident manager- ITLarge Broking House

Job Description

Position Purpose

• Change Management Incident Management Problem Management as per SLAs
• Audit related to ITSM
• MIS regulatory Reporting

Direct Responsibilities

• Incident Change problem management as per the SLAs and as defined in the procedures
• Logging all relevant Change/incident/Problem/service request details allocating categorization and

prioritization codes

• Providing firstline investigation and diagnosis
• Resolving Change/incident/Problem//service requests when first contacted whenever possible
• Escalating Change/incident/Problem//service requests that they cannot resolve within agreed

timescales

• Keeping users informed of progress
• Closing all resolved Change/incident/Problem/ requests and other calls
• Conducting customer/user satisfaction callbacks/surveys as agreed
• Communication with users keeping them informed of incident progress notifying them of

impending changes or agreed outages etc

• Driving Problem management process to ensure recurring issues and critical incident root cause is

correctly identified and track till closure

• Participation in GCP IG regulatory audits related to ITSM
• Configuration of the ITSM tool to ensure the attributes as documented in the procedures are well

captured in the tool.

• Drive CAB meetings
• Ensure yearly change freeze process

Contributing Responsibilities

• Coordination across teams to communicate on the incident / problem progress
• Conducting trainings of IT staff for ITSM processes
• Capacity Management
• Audit Project Delivery

Technical & Behavioural Competencies

• Good understanding of ITIL processed with excellent work experience on ITSM processes
• Excellent communication and coordination skills

Specific Qualifications (if required)

• ITSM Management
• Working Knowledge of Broking industry
• Service Now Tool / ManageEngine
• Excel Windows
• Presentation

Change Management Track and Record all the changes inorganization level

Incident Management Record and follow up wit the Application Support team andother stakeholders. Reporting

Problem Management Record and follow up with the Application Support team andother stakeholders.Reporting

incident management,Change Management,Problem Management,ITSM,ITIL,Audit