Incident Manager

Key Responsibilities :

• Manage manual incident workflows related to mobile device tracking, ensuring all incidents are logged accurately and handled within defined SLAs.
• Respond promptly and professionally to end-user queries, providing clear guidance and troubleshooting support as needed.
• Update and maintain CMDB records in ServiceNow, ensuring data accuracy, consistency, and compliance with organizational standards.
• Execute and monitor Power Automate scripts to send bulk incident notifications, reminders, and follow-ups, ensuring timely communication with stakeholders.
• Track, analyze, and report weekly progress and performance metrics to management, highlighting trends, gaps, and improvement opportunities.
• Collaborate with cross-functional teams-including IT operations, support teams, and device management teams-to ensure incidents are resolved efficiently and escalations are handled appropriately.
• Maintain comprehensive documentation and process logs for audits, compliance reviews, and continuous process improvement initiatives.

Required Skills & Qualifications :

(ref : hirist.tech)