Incident Manager

Description

The desired candidate should be able follow up on all client issues to identify any incidents and follow up

with the respective resolution groups and have the issues investigated and fixed immediately. Candidate

should be well versed with the RCA (Root Cause Analysis) process and should be comfortable reaching

out to different departments to gather required information. Managing and driving Critical and high

Impact Incidents to closure within SLA targets by following the appropriate Incident handling procedures.

Host the daily review calls to discuss on operational issues and status from various IT groups and provide

hourly and daily updates for management review. ITIL V4 certification is mandatory

Roles & Responsibilities

• Own / Drive and conclude all production incidents.
• Drive all S1 and S2 incident bridges.
• Resolution of Sev-1 within SLA.
• Prepare review and publish the final RCA to all related stakeholderswithin 4working days.
• Capture and circulate the MOM for all the incident related calls / bridges.
• Make sure all incidents are resolved / closed within the Agreed SLA.
• Driving tickets with the stakeholders (All severities).
• Escalations handling.
• Escalation matrix review (Internal and External)
• Weekly monthly ad hoc reports as per requirements

Skills required

1. Experience in handling incident and problem management with basic to advanced Windows

knowledge

2. Lead all incidents from identification, reporting, RCA to closure.

3. Develop an understanding of the client’s organizational structure and infrastructure environment

4. Should be proficient in documentation and all follow-up activities relating to incident and problem

management

5. Good understanding of infrastructure technologies (VPN, Citrix, Windows Servers, Networks etc.,)

6. Experience in handling business / client calls.

7. Basic troubleshooting skills in computer.

8. ITIL certification Mandatory.

9. Good knowledge of MS office (Excel PPT-Preferred)

Are you a returning applicant?

Previous Applicants : Email : Password :

If you do not remember your password click here.

Back to Search Results

New Search