Incident Manager

Guadalajara, Mexico- 2948707**Do****_ RESPONSIBILITIES_**:- _ Drive the efficiency and effectiveness of the IncidentManagement process_- _ Ensure all Incidents are correctly prioritized, categorized,routed, restored/resolved and closed as per the Process defined andagreed with the Customer_- _ Regular communication updates to the Customer, End-Users andother Stakeholders during the entire Incident Management cycle_- _ Knowledge management activities - creation and sustenance_- _ Meet the SLAs and other KPIs agreed and produce the ProcessPerformance Reports_- _ Ensuring Process adherence across the Account and extending theSupport for Process audits and assessments._- _ Bring in Service improvements and close the Gaps as per theAudits and Assessments_- _ Conduct Incident and Major management training and spreadawareness_- _ Monitor the effectiveness of the IT Service Management tool andensure it is aligned to the process execution _**_KEY SKILLS AND COMPETENCIES_**:- _ Excellent people management and operational skills_- _ Ability to interact with all levels of the Customer and ITprovider organization_- _ Good presentational skills_- _ Effective communication skills_- _ Reasonable technical understanding and an ability to translatetechnical requirements and specifications into easily understoodbusiness issues_- _ ITIL Foundation Level Training or knowledge required, preferredITIL SO intermediate certification_- _ 5-8 years of experience in IT Service Management_ITIL Incident Mgmt