Job Description
Job Profile :
Incident Management
Job Location :
Navi Mumbai
Experience Required :
8-10 yrs
:
Job Responsibilities:
An Incident Mgt lead – acts as the day-to-day interface into the Incidents process and is responsible for ensuring the execution of the process. Specific responsibilities include:
Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation, etc.)
Interface with Problem Mgt and participate in Problem Review board or PIR (post Incident review and help Problem manager to publish the RCA with corrective and preventative actions (CAPA)
Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are resolved within agreed TAT.
Acting as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule
Responsible for preparations and publishing the prescribed incident and Service request related reports as per the defined timelines
Check the incident tickets for any deficiencies with respect to the key field updates to ensure the quality of the incident information, as prescribed in the process
Communicating inefficiencies and deficiencies related to the process to the process owner
Assisting in reassignment of misdirected incidents
Assisting, if required with correcting invalid incident Priority
Identifying areas for improvement using key measurements
Directing users to steady state education on line presentations and assisting as required with steady state education to process users when requested or when circumstances indicate that education would improve process execution
Reviewing business justifications for Priority changes
Job Detail
Job Id
JD1997872
Industry
Not mentioned
Total Positions
1
Job Type:
Full Time
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Navi Mumbai, Maharashtra, India
Education
Not mentioned
Experience
Year
