Incident Manager – Service Integrator

1. Act as the escalation point for unresolved Incidents

1. Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

1. Trending of incidents across providers

1. Escalation of Incidents and issues to Customer

1. Manage Major Incidents or situations across providers

1. Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)

1. Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution

1. Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.

1. Identify and implement process improvements and ITSM platform/integration enhancements

1. Approve non-critical / non-commercial Requests (as may be agreed with the customer)

1. Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests.

1. Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels

1. Implement Requests on the self-service portal and associated workflows as agreed by the Customer

1. Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.

Thanks and Regards,

Ankur Bhatia