Associate Manager Incident Management

Associate Manager Incident Management

SAP Skills

• 6 to 8 years of Incident Management experience
• Resolve the L1 level query.
• Password reset and another log in issue.
• To Understand Change Management Process
• Overall, Knowledge on SAP

Responsibilities

• Incident management – Manage end to end Incident process.
• Problem management - Manage end to end Problem process.
• Change and Release mgmt. Manage end to end Change and Release process.
• Track the SLA and proactivity take action to prevent the breach of SLA.
• Drive the major incident Process and manage the end-to-end communication.
• Manage the capacity and availability management.
• Prepare the daily and weekly and monthly governance report.
• Assisted in streamlining Change Management process to ensure First time right and delivery of changes as per timelines agreed in the SLA by creating insightful reports and dashboards.
• Preparing important reports on Critical KPI’s related to Incident and Change management as per service level agreement.
• Responsible for preparing and sending communication to all stakeholders in case of Major incidents/escalations.
• Responsible for managing internal and external quality audit.
• Should have knowledge on ISO 20K and CMMI standards.
• SAP Experience will be an added advantage