Assistant Manager - Incident Management at GreyOrange - Gurugram, Haryana Assistant Manager - Incident Management - GreyOrange

Assistant Manager - Incident Management

GreyOrange

Location: Gurugram, Haryana, India

Category: Information Technology

Salary: 800,000 - 1,200,000 INR / yearly

Full-time

Job Description

Join GreyOrange as an Assistant Manager in Incident and Problem Management, responsible for managing incident and problem management processes, providing technical support, and leading a team of support technicians to ensure effective operations.

Responsibilities

  • Manage and coordinate incident and problem management processes.
  • Act as a single point of contact for technical support for internal and/or external clients.
  • Provide support to end-users on various platforms and applications.
  • Handle customer communication and ensure high levels of customer service.
  • Participate in formal incident management processes with internal and external teams.
  • Identify technical issue patterns and develop strategies for customer support enhancement.
  • Supervise and lead a team of support technicians for effective support operations.

Qualifications

  • Bachelor's degree or equivalent work experience in customer service or technical support.
  • 7-12 years of experience in incident management, problem management, or related fields.
  • Proficiency in ServiceNow, ITSM, JIRA, and Zendesk preferred.
  • Strong customer support background with team management experience.
  • Excellent communication skills for customer interaction and team management.
  • Experience in handling Global customers.
  • Familiarity with ITIL, Incident and Problem Management, Change Management, Escalation Management, Process Improvement.
  • Ability to manage service requests, incident management, problem management, and process management effectively.

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