Incident Manager

About Zensar: Zensar is a digital solutions company helping organizations around the world achieve new thresholds of business performance. We work with clients in banking and financial services, hi-tech and manufacturing, insurance, consumer services, and more. We prepare our clients for sustainable success through experience design, cloud technology, advanced analytics, and business acceleration. About Job: We are hiring a talented Incident Manager professional to join our team. If you're excited to be part of a winning team, Zensar is a great place to grow your career. You will be glad you made the right choice to join us. The Incident Manager is responsible for managing the incident management process including process documentation, data analysis, reporting, and resolving issues for service restoration as part of the ITSM Lifecycle services. The Incident Manager will be a part of the Major Incident Management team operating in a 24/7 on-call rotation. Identifying process enhancements to improve overall customer experience. Essential Responsibilities:

• Takes ownership of escalations to ensure customer issues are resolved and handled thoroughly
• Acts as a liaison with teams and managers to ensure swift resolution of incidents within SLA targets
• Ensures terminology used (technical or business) is understood by both business and technical teams
• Daily, weekly, and monthly incident management reports including SLA reporting
• Technical writing for enhancements to apply to process documentation
• Manage MIM technical bridges including coordination of efforts, resources, timely escalations, and ensuring all key parties informed on status following proper process and procedures
• Testing incident management process for system upgrades and enhancements

• 5+ years of relevant ITIL service management experience
• 3+ years of Incident Manager experience
• Good ITIL understanding and ability to demonstrate and clearly articulate understanding of Incident Management process
• Experience utilizing ServiceNow Service Management tool
• Excellent communication skills
• Strong listening, problem solving, negotiation, and facilitation skills
• A "Can Do" attitude with a sense of urgency
• Demonstrated expertise of ITIL processes and principals
• Experience creating and documenting IT processes
• Experience creating reports in ServiceNow
• ITIL V3 or higher foundation certification

• Bachelor degree or equivalent work experience
• Knowledge and/or experience with Problem and Change management processes
• Knowledge and/or experience working with the Configuration Management database (CMDB)
• Knowledge Base experience is a plus