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Incident Management Jobs

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Job Description
6+ years IT Incident Management experience.
Willing to work in 24/7 environment.
Min ITIL V3 foundations certified.
Problem, Change management knowledge would be additional advantage.
Job Description:
Real Time & continuous follow-up with support teams for incident resolution.
Monitor and manage all incidents across the clients and single point of contact for all critical incidents.
Manage and coordinate activities during overall ticket life cycle.
Effectively and timely conducting Scheduling WAR room to resolve Critical Incidents.
Develop an interface between Incident Management, Problem Management, and Service Desk staff for recognizing the cause of incidents.
Ensure that the Incident record is fully updated prior to Problem Management handover.
Ensure that the required support staff is available for Major Incident Resolution.
Ensuring correct prioritization and categorization of the incidents takes place
Ensuring RCA are recorded, analysis of RCA received by resolver group.
Providing post -production support for system issues, including gap analysis & follow-up.
Deliver Incident Management Reporting (internal and external): Process KPI, Management reports.
Publish weekly SLA report across support group and to Stake holders.
Conducting Monthly Meetings with all Team Leads towards SLA.
Develop an error database, which stores information about the problems and errors that occur in Incident Management to increase the speed of the Incident Management process
Understanding of end to end IT incident lifecycle.
Effectively communicate progress and critical information to senior stakeholders and business users.
Qualities Needed for This Jobs
Incident Management
Candidate Profile
Description Process - Senior Analyst - Manage A Group Of Process/service Management Consultants And Ensure Service Delivery As Per The Committed Expectations. - Guide/provide Solution To Complex Process Issues. - Participate/contribute Process/s
Looking for Any Graduate / Post Graduate graduates profile.
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More Information
Location Pune
Education Any Graduate / Post Graduate
Experience 5 (yrs)
Industry Call Center
Date : 2018-07-12
Job Type : Full-time
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