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Keywords / Skills : Incident management

1 - 4 years
Posted: 2019-07-21

Industry
ITES/BPO
Function
IT
Education
Bachelors
Degree
Posted On
21st Jul 2019
Job Ref code
125851
Job Description
Job Description :
24*7 shift - Good communication - written and oral - 12 months swivel support kind of experience
- Will serve as an interface between the client and internal teams
- Ensures data/information/updates is recorded in the internal/client tool accurately
- Understand, implement and follow the processes as per the policies - Ensure that defined processes and procedures are being followed both in terms of Horizontal and Vertical Escalation
- Responsible for Day to Day operations as per the activity matrix - Work closely with L1 / L1.5 Teams
- ITIL process awareness required - ITIL Foundation, basics knowledge (certification not required)
- ITIL Service Operations Knowledge preferred (certification not required)
- Change Management knowledge/understanding
- Incident Management knowledge/understanding
- Event Management/alert monitoring knowledge/understanding will be an added advantage
- Hands on experience on any of the ITSM Ticketing Tools like ServiceNow, Remedy preferred.
Key Skill(s)

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