Project Manager - Others - Bengaluru/Bangalore @ ITC Infotech

-IT service management (ITSM)
-IT service improvement
-IT incident management
-IT quality assurance

-Ensures Service Level Agreements (SLAs) are being met
-Designs support processes that foster service improvement

Conduct team meetings on regular basis to discuss about project issues and status.

Work with the team to develop problem management and service improvement plans.

Ensure team follows best practices and maintain service level agreements.

Planning and managing support for incident management tools and processes
Coordinating interfaces between incident management and other service management processes
Driving the efficiency and effectiveness of the incident management process
Managing the work of incident support staff (first- and second-line)
Monitoring the effectiveness of incident management and making recommendations for improvement
Developing and maintaining the incident management systems
Managing major incidents

Developing and maintaining the incident management process and procedures
Assisting with the handling of major incidents and identifying their root causes
Reviewing incident data to analyze assigned problems
Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents
Assisting with the handling of major incidents and identifying their root causes