Cis Service Delivery Management-cis Incident Management
- Zensar
- 8 - 12 years
- Hyderabad
- 11 days ago
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Job Description
Key Responsibilities:
Incident Management (MIM):
- Lead and coordinate the resolution of high-severity incidents across infrastructure, applications, and services.
- Ensure timely and accurate communication to stakeholders during major incidents.
- Facilitate war rooms and bridge calls to drive incident resolution.
- Maintain incident logs, dashboards, and performance metrics.
- Conduct post-incident reviews and ensure documentation of lessons learned.
Problem Management:
- Own and manage the Problem Management process, ensuring alignment with ITIL standards.
- Identify recurring incidents and potential problems through trend analysis.
- Drive root cause analysis (RCA) and ensure implementation of corrective and preventive actions.
- Maintain the Known Error Database (KEDB) and ensure knowledge sharing across teams.
- Collaborate with engineering and support teams to eliminate underlying issues.
Process Goverce Continuous Improvement:
- Monitor and improve KPIs related to incident and problem management (MTTR, MTTI, RCA closure rate, etc.).
- Conduct regular process audits and maturity assessments.
- Provide training and awareness sessions on incident and problem management best practices.
Stakeholder Management:
- Act as the primary point of contact for incident and problem escalations.
- Engage with business units, service owners, and vendors to ensure effective resolution and prevention strategies.
- Prepare and present reports to senior leadership on incident trends, RCA outcomes, and improvement plans.
Qualifications:
- Bachelor s degree in Computer Science, Information Technology, or related field.
- ITIL Foundation certification (Intermediate or Expert preferred).
- 8 - 12 years of experience in IT Service Management, with at least 3 years in incident/problem management.
- Strong understanding of enterprise IT infrastructure, applications, and service delivery models.
- Excellent communication, leadership, and analytical skills.
Preferred Skills:
- Experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
- Familiarity with cloud platforms (AWS, Azure, GCP).
- Exposure to DevOps and Agile environments.
- Ability to work under pressure and manage multiple priorities effectively.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: After Sales Service & RepairRole: Service ManagerEmployement Type: Full timeContact Details:
Company: ZensarLocation(s): Hyderabad+ View Contact
Keyskills: Computer science RCA Trend analysis Problem management Agile Incident management Continuous improvement Stakeholder management Information technology Business operations
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