Incident Management Expert

Hello eager tech expert!

To create a better future, you need to think outside the box. That’s why we at Siemens need innovators who aren’t afraid to push boundaries to join our diverse team of tech gurus. Got what it takes? Then help us create lasting, positive impact!

Siemens Corporate Technology “India Tech Hub” is at the forefront of driving digital transformation and enabling the integration of artificial intelligence into the fabric of industrial solutions. As a pivotal innovation center, the Tech Hub is dedicated to harnessing the power of AI to revolutionize the future of work. With a focus on customer-centric solutions, Siemens India Tech Hub is a beacon for exploring industrial AI use cases, ensuring that Siemens remains a global leader in the digital era.

You’ll break new ground by:

• We are seeking an Incident Manager to drive strategic improvements in incident management processes, ensuring resilience, service continuity, and alignment with organizational goals.
• You'll collaborate with key stakeholders to develop frameworks, analyze trends, and implement forward-thinking solutions that minimize impact and foster long-term operational excellence.
• Monitor and improve the overall Incident Management Performance in a multi- provider environment.
• Through reporting and analysis, pinpoint inconsistencies and underlying issues.
• Identify proactively critical areas impacting the correct process execution and the user satisfaction
• Act in full coordination with the Stakeholders for other processes to maximize benefits and build standard, comprehensive and re-usable solutions.
• Ensure the quality of the resolution process for Incident Tickets.
• Drive improvement in process and tool functionalities for Incident.
• Act as operational escalation contact for process related questions.
• Manage delivery of KPIs from Operational teams.
• Provide support and guidance to assist responsible parties in recognizing problematic areas.
• Collaborate with respective management areas when further escalation and support are required.
• Ensure process compliance Siemens-wide on a global and local scale, as well as across Providers.
• Drive E2E Management of Service Integration for new Applications/Services to ServiceNow including integration specifications (service design and setup, interfaces, Frontend/ Service Catalog items).
• ServiceNow Development: transformation of the ServiceNow Incident Management module to support the needs of the business. (Story Management, Agile Development).

You’re excited to build on your existing expertise, including:

• At least 2 years of professional experience in the area.
• Strong verbal and written skills.
• Advanced English language (mandatory).
• Ability to build long-term relationships with internal colleagues and external providers.
• Team player and enjoy working in an international and cross-functional team.
• Working knowledge of ServiceNow environment.
• Ability to work independently and take decisions where necessary.
• Good analytical and reasoning skills.
• Familiarity with Service Desk environment.
• Multitask in fast paced, evolving environment.
• Familiar with IT outsourcing contracts, SLA / KPI’s.
• Soft Skills (Communication and Relationship management).
• Good negotiation skills.
• Passion for customer service.
• ITIL Certifications are a plus.

Create a better #TomorrowWithUs! 

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us. 

Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens. 

This role is based in Pune. You’ll also get to visit other locations in India and beyond, so you’ll need to go where this journey takes you. In return, you’ll get the chance to work with international team and working on global topics.