Incident Manager

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.
• SAP Experience not mandatory but if present will be an added advantage.

Business Skills

• Excellent oral and written communication skills, 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, communicating clearly and empathetically, strong time management, and ability to collaborate with all levels of staff.
• Ability to explain ideas and concepts to other project team members and to client personnel.
• Solid foundation for 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 the management of scope.
• Creates professional relationships with clients.
• Develop new professional peer relationships for additional business or possible new consultants.
• Helps develop overall marketing messages.
• Communicates project resource requirements to staffing coordinator/clients.
• Ensures 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 member of a team.
• Seeks ways to increase their level of contribution and therefore team effectiveness.

Personnel Development

• Development of consultants to meet project requirements.
• Maintains knowledge of focus area at an expert level (known as the consultant's consultant).
• Gives effective feedback (Immediate and Evaluations).

General Skills/Tasks

• Evaluates and designs application and/or technical architectures.
• Leads team effort in developing solutions for projects.
• Completes assignments within budget, meets project deadlines, makes and keeps sensible commitments to client and team.
• Meets billing efficiency targets, and complies with all administrative responsibilities in a timely and effective manner.
• Keeps project management appraised of project direction and client concerns.
• Understands the client's business and technical environments.
• Regularly prepares status reports.
• Effectively manages a single engagement on a detailed level.
• Defines project scope.
• Directs team efforts in developing solutions for mission-critical client needs.
• Manages the team responsible for the daily activities of assigned projects.
• Ensures project quality, satisfaction, and profitability.
• Performs personnel performance evaluations.
• Provides personnel performance, development, and education plans.
• Refers 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.