• Extensive experience in dealing with major critical incidents, SLA requirements and interfacing directly with customers.
• Leading in Incident Management processes including incident bridges, and post incident follow ups.
• Working in the capacity of Change and Incident Manager to ensure processes are well defined and provide feedback on service or process improvements.
• Receives, assess, facilitate approval and overall end to end Change Management process.
• Interact with Service Operation, Service Transition Managers, Program Manager and client management to ensure compliance and execution of all process.
• Monitor and track all incidents, so as to contribute to the service level attainment with regards to Incident Management.
• Monitor and measure the complete Incident & Change Management process.
• In-depth knowledge of Service Now tool along with all kind of reporting’s.