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 .

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 the Change Management Process. Overall knowledge of SAP.

Responsibilities

1. Incident management – Manage end-to-end Incident process.
2. Problem management - Manage end-to-end Problem process.
3. Change and Release management - Manage end-to-end Change and Release process.
4. Track the SLA and proactively take action to prevent SLA breaches.
5. Drive the major incident process and manage end-to-end communication.
6. Manage capacity and availability management.
7. Prepare daily, weekly, and monthly governance reports.
8. Assist in streamlining Change Management process to ensure first-time right delivery of changes as per timelines agreed in the SLA by creating insightful reports and dashboards.
9. Prepare important reports on Critical KPIs related to Incident and Change management as per service level agreement.
10. Responsible for preparing and sending communication to all stakeholders in case of Major incidents/escalations.
11. Manage internal and external quality audits.
12. Knowledge of ISO 20K and CMMI standards is preferred. SAP Experience is not mandatory but is an added advantage.

Business Skills
Excellent oral and written communication skills, 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, clear and empathetic communication, strong time management, and ability to collaborate with all levels of staff. Ability to explain ideas and concepts to project team members and client personnel. Solid foundation in 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 scope management. Create professional relationships with clients. Develop new professional peer relationships for additional business or potential 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
Seeks ways to increase project team effectiveness. Acts as a mentor to Consultants and Sr. Consultants. Works well as a team member. Seeks 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 efforts in developing solutions for projects. Complete assignments within budget, meet project deadlines, and make sensible commitments to clients and team. Meet billing efficiency targets and comply with all administrative responsibilities in a timely and effective 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 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.