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    Full-Time Manager Position - Dallas, TX, United States - LTI Mindtree

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    Full time
    Description
    Job Description

    In depth understanding, Knowledge & Hands on experience in designing, implementing Incident Management & Major Incident Management Process.
    Should have knowledge on RCA & Problem Management Facilitation.
    Should be able to communicate and coordinate with various stakeholders and business counterparts during Severity 1 incident.
    Should have in depth knowledge on Major Incident Management life cycle.
    Awareness of SLA and impact on business.
    Accountable for delivering ITSM Process solutions.
    Develop templates, guidelines & other job aids.
    Developing Metrics/KPI's & performing data collection related to the processes deployed, driving analysis & improvements based on recommendations.
    Expertise needed in Incident, Problem & Change Management Process.
    Knowledge of Implementing CMDB is an added advantage.
    Should have exposure to Ticketing tools like BMC Remedy & Service NOW.
    Basic Exposure to Agile & SCRUM.
    ITIL Certification


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