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Incident Manager

Gurgaon, Delhi-NCR

Best RPO

Job Description

Manage Teleperformances IT troubleshooting of outage tickets for production-affecting issues
Communicate the status of issues real-time and post outage to both internal and external parties through verbal and written communication
Documenting the action taken by IT or our vendors during outage tickets, including the identification of the impact to business, the root cause of the outage, the investigation of the outage, what steps were taken to mitigate or resolve the outage, and what could be done to prevent future reoccurrence of the outage.
Manage the activities of outage ticket post escalation to include identifying and attaching root cause-related items and approving documentation of business impact.
Update or create documentation relation to troubleshooting or outage investigation.
Performs other related duties and assignments as required and as assigned by Supervisor, Lead, or Manager
Thrive as a team player in a fast-paced, high-energy, change-oriented environment
Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
Identify opportunities for efficiency and development in both the team and individuals


QUALIFICATIONS AND REQUIREMENTS

Personal transportation required
Home Internet access is required
Home redundant power supply is required
Experience across multiple IT disciplines including telecom, security, networking, systems and desktop administration
Proficient with Microsoft Office tools
Must have exceptional verbal and customer service skills
Must have excellent writing skills, including experience doing technical writing/documentation
Must have the ability to multi-task and prioritize
Must be able to perform duties with minimal supervision
Must produce a high quantity of quality work with very few errors and mistakes
Must demonstrate reliability, initiative, and creativity
Must possess mature and sound judgment
Must demonstrate excellent teamwork and cooperation, including willingness to accept schedule changes due to changing business requirements
Must have a track record of timeliness and regular attendance
4 year degree in an IT-related course of study or equivalent experience
Experience with call center technology
Applicant will be requested to provide a sample of some technical writing they have completed
For internal candidates, cannot currently be under any disciplinary action or action plan

Company Description

Best RPO provides its customers with services required to keep the business operating as... efficiently and as cost effectively as possible, so all that the customers need to concentrate on, is their core business.   Read full description

Additional Information

Last updated:
25/10/2017
Job type:
Full time
Position type:
Permanent
Vacancies:
1
Minimum experience:
Two years
Education:
Compulsory Education
Category:
Jobs in Customer Service / Call Centre / Operations / Data Entry
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