Incident Manager

Role :  Incident Manager

SAP Skills

• 6 to 8 years of Incident Management experience
• Resolve the L1 level query.
• Password reset and another log in issue.
• To Understand Change Management Process
• Overall, Knowledge on SAP

• Incident management – Manage end to end Incident process.
• Problem management - Manage end to end Problem process.
• Change and Release mgmt. Manage end to end Change and Release process.
• Track the SLA and proactivity take action to prevent the breach of SLA.
• Drive the major incident Process and manage the end-to-end communication.
• Manage the capacity and availability management.
• Prepare the daily and weekly and monthly governance report.
• Assisted in streamlining Change Management process to ensure First time right and delivery of changes as per timelines agreed in the SLA by creating insightful reports and dashboards.
• Preparing important reports on Critical KPI’s related to Incident and Change management as per service level agreement.
• Responsible for preparing and sending communication to all stakeholders in case of Major incidents/escalations.
• Responsible for managing internal and external quality audit.
• Should have knowledge on ISO 20K and CMMI standards.
• SAP Experience not mandatory but if have it will be an added advantage.

• Excellent oral and written communication skills, the ability to clearly and concisely communicate with others.
• Experience with Microsoft Office suite including Word, Excel, PowerPoint, and Visio.
• Understanding of business processes for focus areas or multiple modules.
• Ability to do research and perform detailed tasks.
• Strong analytical skills.

• Aptitude for working in a team environment; problem-solving skills, creative thinking, communicating clearly and empathetically, strong time management, and ability to collaborate with all levels of staff.  
• Ability to explain ideas and concepts to other project team members and to client personnel.
• Has a solid foundation for consulting “soft” skills necessary for client engagements and may act as a coach for others related to these soft skills.
• Ability to identify upsell opportunities and assist in the management of scope.
• Creates professional relationships with client
• Develop new professional peer relationships for additional business or possible new consultants
• Helps develop overall marketing messages
• Communicates project resource requirements to staffing coordinator/clients
• Ensures quality implementation (works with QA program)
• May participate in Pre-Sales as part of the client pursuit team

• Seeks ways to increase the project team effectiveness
• Acts as a mentor to Consultants and Sr. Consultants
• Works well as a member of a team
• Seeks ways to increase their level of contribution and therefore team effectiveness

• Development of consultants to meet your project’s requirements
• Maintains knowledge of focus area at an expert level (known as the consultant’s consultant)
• Give effective feedback (Immediate and Evaluations)

• Evaluates and design application and/or technical architectures
• Leads team effort in developing solutions for projects
• Completes assignments within budget, meets project deadlines, makes and keeps sensible commitments to client and team
• Meets billing efficiency targets, and complies with all administrative responsibilities in a timely and effective manner
• Keeps project management appraised of project direction and client concerns
• Understands the client’s business and technical environments
• Regularly prepares status reports
• Effectively manage a single engagement on a detailed level
• Define project scope
• Direct team efforts in developing solutions for mission-critical client needs
• Manage the team responsible for the daily activities of assigned projects
• Ensure project quality, satisfaction, and profitability
• Perform personnel performance evaluations
• Provide personnel performance, development, and education plans
• Refer to the Performance Plan and Job Description documents for additional responsibilities of this position

invenioLSI is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. invenioLSI’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.