Description - External
Job Description :
Incident Process Management:
Monitoring of Incidents for ticket quality and follow-up with resolving groups.
Supporting the delivery of the Incident and Service Request Management process.
Tracking of Incidents using the Service Management tool (Major Incidents).
Identification of incidents with impact/potential impact and initiate the recovery process.
Coordinating with vendors and resolving groups for quick resolution/fix.
Continually evaluate lower priority incidents for business-critical services to determine if they need to be raised to a higher priority.
Preparation of Incident reports for higher management.
Identification of qualifying Incidents and escalate to Problem Management.
Analyzing& validating the events, sending responses and regular updates on the action performed to the customers based on support plan till resolution.
Follow escalation and ticket closure procedures
Keeping track of the backlog of their respective queues.
Attending weekly conference call for technical discussion.
Follow-up on the escalated support incidents.
Skills and Knowledge:
Coordinate and facilitate with resolving groups and service desk on Incident & major incident management process.
Experience in analysis of incidents for identifying process gaps and resolution of assignment disputes.
Capable of understanding and communicating technical issues with resolving groups/ non-technical colleagues.
Focus on maintaining agreed service levels.
Strong communication skills.
Strong analytical and problem-solving skills.
Strong interpersonal skills to interact with customers and team members.
Roles and Responsibilities :
Planning and managing support for incident management tools and processes
Coordinating interfaces between incident management and other service management processes
Analyzing Incidents for correct prioritization and classification
Producing management information for incidents (Management Notification)
Managing the work of incident support staff (first- and second-line)
Monitoring the effectiveness of incident management and making recommendations for improvement
Managing the incident management SLA
Assisting with the handling of major incidents and identifying their root causes
Reviewing incident data to proactive problem management
Investigating/assisting for problem management through resolution or root cause information
Coordinating actions of support teams as necessary to assist with analysis and resolution actions for problems and known errors
Raising RFCs to resolve problems
Monitoring progress on the resolution of known errors and advising incident analyst /staff on the best available workaround for incidents
Analysis for incidents caused due to Change Request or others for proactive prevention of such issues
Identification of reoccurring incidents & suggest preventive/corrective actions
Primary Location: India-Maharashtra-Mumbai
Other Locations: India
Job Posting: Oct 12, 2021, 11:41:27 PM