Incident manager- IT(Large Broking House)

• Change Management, Incident Management, Problem Management as per SLAs
• Audit related to ITSM
• MIS, regulatory Reporting

• Incident, Change, problem management as per the SLAs and as defined in the procedures
• Logging all relevant Change/incident/Problem/service request details, allocating categorization and

• Providing first-line investigation and diagnosis
• Resolving Change/incident/Problem//service requests when first contacted whenever possible
• Escalating Change/incident/Problem//service requests that they cannot resolve within agreed

• Keeping users informed of progress
• Closing all resolved Change/incident/Problem/, requests and other calls
• Conducting customer/user satisfaction call-backs/surveys as agreed
• Communication with users – keeping them informed of incident progress, notifying them of

• Driving Problem management process to ensure recurring issues and critical incident root cause is

• Participation in GCP, IG, regulatory audits related to ITSM
• Configuration of the ITSM tool to ensure the attributes as documented in the procedures are well

• Drive CAB meetings
• Ensure yearly change freeze process

• Coordination across teams to communicate on the incident / problem progress
• Conducting trainings of IT staff for ITSM processes
• Capacity Management
• Audit Project Delivery

• Good understanding of ITIL processed with excellent work experience on ITSM processes
• Excellent communication and coordination skills

• ITSM Management
• Working Knowledge of Broking industry
• Service Now Tool / ManageEngine
• Excel, Windows
• Presentation

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