Incident Management

Microland
  • Bangalore
  • Confidential
  • 3-6 years
  • Views
  • 15 Nov 2018

  • Software Design & Development

  • IT/ Technology - Hardware & Networking
Job Description

Analytical skills : Understand the trends and track progress and failures , Bring in process improvements to meet the targets 

Problem solving Skills : dentify gaps on process front and plan trainings for the team, Ensure SOP's are prepared accordingly
Communication Skills : Effective drive and transparency in ensuring transaction closure sucessfully both internal and external
Building Customer relationship and Customer interaction : Regular connects and proactive approach in meeting and exceeding customer expectations

Ability to drive P0/P1: Adherence to Priority Escalation process , Timely escalations techincal and leadership , Timely Status updates and Outage notification handling
Understanding of network fundamentals & network troubleshooting : Effective utilization of available information and build strong locally understanding of technical aspects
Ticket handling and Escalation : Ensure tickets closure within SLA, Timely acknowledgement, assignment & Queue management of tickets to team, Helping the team in technical issues, Identify and handle all internal and external escalations on time, Ensure timely escalation to appropriate next levels

Reporting : Prepare timely reports for the client, Prepare RCA's as applicable
People Management/ Team Management: Conduct team meetings, Sort any non-technical issues within the team and ensure adequate leave planning, Roistering , Induction training for new hires, Conduct interviews

Queue Management : Driving SLA's , Assignment & Reassignment of tickets , ITSM Tool monitoring , Engineer Availability on ITSM Tool , Daily Control and Review of all priority Tickets , Maintaining the queue within targets
Vendor Management : Performance review calls with vendors, Preparation of performance matrix for vendors, Regular validation and updating of vendor matrix . Customer Interaction: Status updates, Bridge calls.


Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation

Microland