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Carrier Incident Management in Hyderabad, India

Date Posted:





Building No: 12C, Floor 9,10,11, Building No: 12B -Stilt floor, Raheja Mindspace, Cyberabad, Madhapur, Hyderabad - 500081, Telangana, India

Service Excellence Incident Management

Role Overview

Carrier is seeking an experienced and motivated individual to join the Corporate IT staff to create, implement, and support key elements of our Service Excellence strategy.

This position will be responsible for our incident management program leveraging our Service Now instance. This role assumes a high degree of knowledge in the ServiceNow platform and extensive knowledge of Incident Management processes and procedures. Ensures that all incidents are being assigned and resolved in line with the agreed service levels with service providers.

This role is also responsible for participating in the introduction of new and innovative technologies to help the Carrier businesses increase employee productivity and engagement, and increase integration with backend business processes.

Essential Responsibilities

  • Manage and lead the end-to-end Incident Management process

  • Participate on all projects that impact Incident Management

  • Onboard new services into Service now platform before go-live

  • Define Incident management governance process

  • Ensure incident aging is within acceptable limit all the time and follow-up with stake holders to ensure the tickets are resolved

  • Monitor critical and high priority incidents to ensure the Service Level Agreements are met

  • Engage with service desk to ensure the FCR, Incident response and resolutions are within acceptable limits and provide training sessions as needed

  • Help manage all interfaces that impact Incident Management

  • Management of support groups, group membership and permissions relevant to Incident Management

  • Own the technical day-to-day operations of Enterprise Incident Management

  • Responsible to bring new automated ways to reduce incident count YoY.

  • Strong verbal and written communication skills are a requirement for this role.

  • Incident Managers will be expected to facilitate with people across multiple teams, engage and interact with leadership at various levels and should be skilled in dealing with conflict, helping influence and drive people towards a goal or action.

  • Provide training and technical support on the incident management process for users with varying levels of IT knowledge.

  • Analyze incident records to determine any trends and provide analysis of incident data and communication of that to technical groups and business stakeholders.

Education / Certifications

  • Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s). Master’s Degree a plus.

Basic Qualifications

  • 5 - 8 years of incident management experience in IT

  • Strong understanding of Incident Management methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes.

  • Ability to organize and prioritize workflow and to meet established timeframes and deadlines.

  • Self-motivated and proactive individual

  • Strong organizational, interpersonal, analytical, communication and technical skills are essential.

  • Ability to build and maintain customer relationships, be a team player, meet deadlines and adjust to changing priorities.

  • Individual must be highly motivated, results-oriented with keen attention to detail and able to work in fast-paced environment.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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