Service Management- Technical Account Manager (TAM)

Our Ideal Candidate: We are looking for a dynamic IPC Manager. In this role, you'll be in charge of leading the incident, major incident management process to resolution and restoring customer’s IT operations swiftly.

• Our ideal candidate will typically be expected to demonstrate the following attributes:
• As a Major Incident Manager (MIM) you will play a critical role in minimizing the impact of major incidents on customer’s IT operations.
• You will be responsible for swiftly and effectively responding to and resolving major incidents, ensuring minimal downtime, and maintaining a high level of service availability. This role requires strong leadership, communication, and technical skills, as well as the ability to collaborate with various teams to restore normal operations.
• Should have a strong customer facing skills.
• Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business.
• Excellent team player, willing to learn new technologies & problem-solving skills.
• Strong organization skills, detail oriented & communication skills. .
• University degree, with post graduate technical or management qualifications or other relevant experience.
• ITIL V3/4 Foundation Certification
• Managing incidents/problems/change of BFSI customer is a must
• Prior exposure to ServiceNow with a clear understanding of how tools should support incident, problem and change management process activities

• Service Governance
• Problem and Incident Management
• Change Management
• Issue and Risk Management
• Escalation Management
• Best Practice Advice and Recommendations