Support Manager

Support Manager

IRIS software
5-8 years
Not Specified

Job Description



Job Description

We are looking for a dynamic incident manager to join our IT department. In this role, you'll be handling the incident management process to resolution and restoring our company's provided IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.

Incident Manager Responsibilities:
Overseeing the incident management process
Responding to a reported service incident and initiating the incident management process.
Able to identify the detailed root cause analysis and suggest further solutions of those root causes.
Partner with offshore and onsite production support teams
Prioritizing incidents according to their urgency and influence on the business.
Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
Collaborating with the incident management team to ensure that all protocols are diligently followed.
Logging all incidents and their resolution to see if there are recurring malfunctions.
Communicating with senior management if major issues are found in the IT system.
Coordinate with Business, operations and technical teams
Work on problem tickets and it's resolutions.
Generate incidents reports and data from service now.

Incident Manager Requirements:
Bachelor's degree in information technology, engineering, or a related field.
At least 5 years experience working in IT service management tools as an Incident manager or a similar role.
Strong knowledge of IT service management software including ITIL
Experience working with IT systems and software's
Preferred Banking Domain knowledge
Knowledge of service now ticketing tool
Knowledge of basic Unix/Linux/windows systems structures
Excellent operational skills and ability to collaborate with team members.
Ability to analyze a high volume of technical data and work in a fast-paced environment.
Strong problem solving, analytical, and time management skills.

Job Summary

Role Based Competencies

Beh - Action Orientation
Beh - People and Interpersonal Skills
Beh - Problem Solving
PM - Planning and Organizing
Beh - Learning Ability
PM - Team work and collaboration
PM - Customer Focus
Beh - Communication

Mandatory Competencies

App Support - L1, L2 Support
ICS - Incident Management
PM - Process Focus
BA - Project Management

Good to Have Competencies

Job Details

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