Skills:
- Clear Understanding on ITIL principles.
- ITIL v3.0 Foundation trained or Certified.
- Solid understanding of Incident Management process.
- Ability to understand KPIs, SLAs and its importance to customer’s business.
- Ability to maintain clear and focused thinking under stressful/high pressure situations.
- Ability to translate technical information into business/layperson language.
- Ability to grasp and assess business impact by clear and thorough probing of stakeholders.
- Ability to derive streams and actions based on the inputs provided by the support teams.
- Strong verbal, written communication skills.
- Good at formulating clear Customer communications and keeping Stakeholders updated throughout the life cycle of an Incident.
- Displays Command and Control while chairing Incident bridge calls.
- Ability to retain control of any situation and lead the support teams through it.
- Ability to drive parties towards service restoration.
- Ensuring that all support teams adhere to the incident management process on every incident.
- Ability to lead and drive Critical & Major Incidents to closure liaising with multiple vendors if necessary.
- Ability to make decisions based on business needs and explain the reasoning/judgement behind the decisions.
- Ability to instill confidence that the situation is being managed and will be resolved. Experience of having worked on Service Management Tools (Ex., BMC Remedy / Maximo / Service Now, etc).
EA License # 14C6941
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