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
• SLA Reporting
• 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