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Incident Management

Keywords / Skills : Tickets, Ticketing, Problem Management, Incident Management, Change Management

2 - 7 years
Posted: 2019-05-23

IT/Computers - Software
Network Administrator
Posted On
23rd May 2019
Job Description


• Handle Incident Management Team and Ensure,

o Real Time & continuous follow-up with support teams for Critical incident resolution

o Manage and coordinate activities during overall incident life cycle

o Incident record is fully updated prior to Problem Management handover

o All Incident notifications are sent as per agreed process

o Drive bridge calls for effective coordination, incident resolution, service restoration

o Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution

o Ensure Incident Report is created within SLA after resolution

o Uses professional expertise to integrate work and make operating decisions on escalated issues

o Provide input to and coordinate the development of the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident.

• Audit the tickets & calls on the Incident Management Process to find the weak areas, Provide feedback & training to the team. Appreciate the team on their achievements.

• Do Weekly and Monthly performance review with the team.

• Identify and raise Problem Ticket and drive till RCA is available and permanent fix is applied.

• Drive the Problem & Change Management as per defined process.

• Chair the CAB call and ensure to have the data shared with all required details like IA, Rollback Plan etc.

• Close the change with all artifacts and evidences with the help of Implementation team.

• Highlight the improvement areas and Create, Implement and track the SIPs for its effectiveness for incident/Problem/Change

• Ready to work for 24*7 with 6 days

If Interested Please send me your updated profile immediately with these details mentioned below : 


Current company:


Current Salary :

Expected Salary :

Total Exp:

Relevant Exp :

Notice Period:-

Your Date of Birth:

Alternate contact numbers:

Current location:

Preferred location:

Education Gap & reason :

Job Location:- Mumbai

Thanks and Regards

Sneha Udani | Resource Executive | Raj Consultancy | [HIDDEN TEXT] |

About Company

IT is a recognized specialist in cloud and desktop virtualization technologies, managing 80,000+ endpoints across 120,000+ users globally. We deliver unmatched end user experience with 99.98% application delivery in a computing environment to today’s workforce with anytime, any device and anywhere access. Our outcome focused approach in designing, building and managing user-centric, high-availability application delivery architectures makes us the technology partner of choice for global enterprises. Our monitoring and analytics platform EuVantage® allows user-centric end-to-end topography mapping and provides real-time visibility over the entire environment empowering IT managers to take account of the environment as experienced by the end-user. We pride in delivering the lowest incident-to-user ratios in the industry at 0.3 compared to industry average of 0.8 - 1.2* incidents per user per month. Anunta has always been at the cutting edge of technology in the End User Computing (EUC) space and offers operational flexibility and customization in delivering unmatched end-user experiences. Our Highly secure 24x7x365 Enterprise Nerve Center monitoring and managing IT infrastructure to deliver superior end-user experience
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