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Key Responsibilities:
1.Manage and oversee the incident management process, ensuring timely resolution of incidents and minimal impact on service delivery.
2.Collaborate with cross-functional teams to ensure effective service delivery and incident resolution.
3.Monitor service performance metrics and implement improvements as necessary.
4.Develop and maintain incident management documentation, including processes, procedures, and reports.
5.Act as a point of escalation for complex incidents and service issues.
6.Conduct regular reviews of incident trends and service performance to identify areas for improvement.
7.Facilitate communication between stakeholders regarding incident status and service delivery updates.
8.Ensure compliance with AMS best practices and organizational policies.
9.Required Qualifications:
10.Bachelor’s degree in Computer Science, Information Technology, or a related field.
11.Proven experience in incident management and service delivery within an IT environment.
12.Strong understanding of AMS framework and processes.
13.Excellent problem-solving and analytical skills.
14.Strong communication and interpersonal skills, with the ability to work collaboratively with diverse teams.