Incident Manager – Service Integrator

• Act as the escalation point for unresolved Incidents
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
• Trending of incidents across providers
• Escalation of Incidents and issues to Customer
• Manage Major Incidents or situations across providers
• Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)
• Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
• Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
• Identify and implement process improvements and ITSM platform/integration enhancements
• Approve non-critical / non-commercial Requests (as may be agreed with the customer)
• Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests.
• Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels
• Implement Requests on the self-service portal and associated workflows as agreed by the Customer
• Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.

Thanks and Regards,

Ankur Bhatia