Incident Manager

Description

About invenioLSI

The largest independent global SAP solutions provider serving the public sector as well as offering specialist skills in media and entertainment. We bring deep expertise combined with advanced technologies to enable organizations to modernize so they can run at the speed of today’s business. We know how to navigate the extraordinary complexities of international businesses and public sector organizations, working with stakeholders to drive change and create agile organizations of tomorrow using the technologies of today. Learn more at www.invenioLSI.com.

Role: Incident Manager

SAP Skills

• 6 to 8 years of Incident Management experience
• Resolve the L1 level query.
• Password reset and other login issues.
• Understand Change Management Process
• Overall knowledge of SAP

Responsibilities

• Incident management – Manage end-to-end Incident process.
• Problem management - Manage end-to-end Problem process.
• Change and Release management - Manage end-to-end Change and Release process.
• Track the SLA and proactively take action to prevent the breach of SLA.
• Drive the major incident process and manage the end-to-end communication.
• Manage capacity and availability management.
• Prepare daily, weekly, and monthly governance reports.
• Assist 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.
• Prepare important reports on Critical KPIs 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 audits.
• Knowledge of ISO 20K and CMMI standards is required.
• SAP Experience is not mandatory, but it will be an added advantage.

Business Skills

• Excellent oral and written communication skills, with 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 conduct research and perform detailed tasks.
• Strong analytical skills.

Consulting Skills

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

Leadership Skills

• Seek ways to increase project team effectiveness.
• Act as a mentor to Consultants and Sr. Consultants.
• Work well as a member of a team.
• Seek ways to increase their level of contribution and therefore team effectiveness.

Personnel Development

• Develop consultants to meet project requirements.
• Maintain knowledge of focus area at an expert level (known as the consultant’s consultant).
• Provide effective feedback (Immediate and Evaluations).

General Skills/Tasks

• Evaluate and design application and/or technical architectures.
• Lead team effort in developing solutions for projects.
• Complete assignments within budget, meet project deadlines, and keep sensible commitments to clients and team.
• Meet billing efficiency targets and comply with all administrative responsibilities in a timely manner.
• Keep project management appraised of project direction and client concerns.
• Understand the client’s business and technical environments.
• Regularly prepare 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.