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Incident Management Specialist

2 months ago

Palm Beach, Florida, United States TATA Consulting Services Full time
Job Description

Job Title: Incident Management Specialist

Job Summary:

We are seeking an experienced Incident Management Specialist to join our team at TATA Consulting Services. The successful candidate will be responsible for leading the incident management team in the swift resolution of IT incidents to minimize downtime.

Key Responsibilities:

  • Lead the incident management team in the swift resolution of IT incidents to minimize downtime.
  • Ensure incidents are logged, categorized, and prioritized appropriately in the IT Service Management tool.
  • Coordinate with technical teams to restore normal service operation as quickly as possible.
  • Drive post-incident reviews (PIRs) to assess root causes, lessons learned, and continuous improvement opportunities.
  • Provide regular updates to senior management and key stakeholders on incident status and outcomes.
  • Lead problem management efforts, including root cause analysis (RCA), to prevent future incidents.
  • Develop problem reports with action plans and timelines to resolve underlying causes.
  • Track and ensure the implementation of solutions for identified problems.
  • Maintain a problem register, ensuring transparency in the resolution process and reporting.
  • Monitor the performance of incident and problem management processes and suggest improvements.
  • Develop and maintain documentation for incident and problem management processes and policies.
  • Regularly review the effectiveness of the processes and make recommendations for service improvement.
  • Manage and mentor the incident and problem management teams.
  • Allocate resources effectively to handle incidents and problems in a timely manner.
  • Lead training and knowledge-sharing sessions to improve the skill sets of the team.
  • Act as a key point of contact for business and IT leadership during high-impact incidents.
  • Work with other IT and business teams to ensure that incidents and problems are addressed and managed in line with SLAs (Service Level Agreements).
  • Communicate effectively with internal and external stakeholders to manage expectations.
  • Develop and present regular incident and problem management reports to stakeholders.
  • Define key performance indicators (KPIs) and metrics to measure the effectiveness of incident and problem management processes.
  • Analyze incident trends, problems, and root causes to identify areas for improvement.

Requirements:

  • Technical/Functional Skills
  • Incident Management Skills
  • Problem Management Skills
  • ServiceNow Expert
  • ITIL Framework and Best Practice
  • IT Infrastructure Technical Understanding
  • Communication and Collaboration
  • Leadership and Team Management
  • Analytical & Problem-Solving Skills
  • Risk Management
  • Contingency Planning