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Incident Management

Keywords / Skills : Incident Management

5 - 10 years
Posted: 2018-07-12

Technical Support Engineer
Posted On
12th Jul 2018
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.

Key Skill(s)

About Company

Little brief about Magna

Magna Infotech has been the leader in staffing since many years with affluent industry experience and an excellent track record of being the top staffing vendor for most of the fortune 500 design and Below is the list of few top companies that we work with.

development organizations in India. We have currently over 8000 IT professionals deployed with the top organizations in India.

Wells Fargo, Vodafone, Thomson & Reuters, Vodafone, JP Morgan Chase, Goldman Sachs, ANZ IT, First American India, Fidelity, RBS, Deutsche Bank, Barkley, HSBC, BNP Paribas, & Franklin Templeton, INVESCO, Qualcomm, AMD, ARM, L & T, Ingersoll Rand, Siemens Building Tech, Texas Instruments, NetApp, KPIT Cummins, Lear Automotive, Mothersonsumi, NCR Corporation, Pitney Bowes, Robert Bosch, Saint Gobain, Volkswagen & Volvo.
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