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 Service Enablement