Wise Skulls
Burbank, CA
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Job Description :
Job Title: Major Incident Manager(MIM) Lead
Location: Wichita, Kansas
Duration: 6 Months (C2H)
Implementation Partner: Infosys
End Client: To be disclosed
 
JD:
  • In-depth knowledge of ITSM processes.
  • End-to-end operational process design ensuring the process is “Fit for Purpose”.
  • Creation & monitoring of key process operational metrics and business outcome-focused balanced scorecards.
  • Driving technical bridges and submitting Post Incident summary reports.
  • Should have extensive knowledge in creating value cases for process enhancements.
  • Should have analytical skills for constant process improvements.
  • Excellent problem-solving skills i.e., the ability to apply a highly logical and well-organized approach to the analysis and resolution of issues.
  • Good judgment skills with a strong sense of urgency and attention to detail.
  • Monitoring the effectiveness of all the processes and making recommendations for improvement.
  • Ability to identify dependencies between different processes and resolve process issues.
  • Maintain awareness of the process, including communicating information about any changes to the existing process with IT & Non-IT users.
  • Hold regular process reviews to keep the process up-to-date and to ensure that it’s being invoked as intended.

Major Accountability/Mandatory Requirements:

  • Should be able to manage/drive projects assigned with zero supervision.
  • Tremendous project management skills.
  • Excellent communication skills both written & verbal is a gate.
  • Tremendous Powerpoint & Excel experience is a must.
  • Team and customer-oriented attitude.
  • Demonstrated ability to work under pressure.
  • Proven strong ServiceNow experience.
  • Experience in analyzing & implementation of automated tools.
  • Managing third-party vendors.
  • Ability to create informative & innovative newsletters and related marketing materials.
  • ITSM Expert or ITIL Intermediate is mandatory.
  • Support window: 24X7X365 with weekend rotational shifts.


Client : To be disclosed