Critical Incident Management professional

Roles & Responsibilities:
- Ensure standardized ITIL v3-based procedures for efficient incident handling
- Minimize client service impact and identify operational improvement opportunities
- Act as central communication point during Major Incidents
- Handle user/client escalations; trigger functional and management escalations as needed
- Lead and participate in Incident Management meetings and SRT bridge calls
- Monitor and drive key metrics: ticket hopping, backlog, reopen rates, and aging tickets
- Promote service management best practices and process standardization
- Ensure adherence to incident management processes across support teams
- Track SLA compliance and generate KPIs and management reports

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong understanding of IT service management frameworks such as ITIL.
- Experience with incident response and escalation procedures.
- Ability to analyze and resolve complex technical issues.
- Familiarity with service monitoring tools and technologies.
- Certification: ITIL V3 Foundation certified
- Process Knowledge: Familiar with Problem, Change, and Event Management
- Communication: Strong communication skills across all organizational levels, including senior stakeholders
- Multitasking: Capable of handling high-priority and competing tasks effectively in a 24x7 environment
- Work Style: Self-driven, resourceful, and effective both independently and in team settings

Roles & Responsibilities:
- Ensure standardized ITIL v3-based procedures for efficient incident handling
- Minimize client service impact and identify operational improvement opportunities
- Act as central communication point during Major Incidents
- Handle user/client escalations; trigger functional and management escalations as needed
- Lead and participate in Incident Management meetings and SRT bridge calls
- Monitor and drive key metrics: ticket hopping, backlog, reopen rates, and aging tickets
- Promote service management best practices and process standardization
- Ensure adherence to incident management processes across support teams
- Track SLA compliance and generate KPIs and management reports
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong understanding of IT service management frameworks such as ITIL.
- Experience with incident response and escalation procedures.
- Ability to analyze and resolve complex technical issues.
- Familiarity with service monitoring tools and technologies.
- Certification: ITIL V3 Foundation certified
- Process Knowledge: Familiar with Problem, Change, and Event Management
- Communication: Strong communication skills across all organizational levels, including senior stakeholders
- Multitasking: Capable of handling high-priority and competing tasks effectively in a 24x7 environment
- Work Style: Self-driven, resourceful, and effective both independently and in team settings