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Keywords / Skills : Incident Manager

0 - 1 years
Posted: 2019-08-12

IT/Computers - Software
Software Engineer/ Programmer
Posted On
12th Aug 2019
Job Ref code
Job Description

Job Description
  • To own and to prepare summary incident reports on critical/complex/Major incidents suitable for internal and external management review.
  • To analyze the technical skill set of the team by reviewing the incidents on daily basis.
    Based on that identify the trainings required to enhanced the technical skill set of the team members.
    To perform the quality checks of SNOW incidents ensuring the updates are done as per the customer and service excellence expectations, ensuring templates are followed.
  • To ensure no unattended incident emails are there in the group mailbox.
  • Ensuring timely replies of all the emails by the Service Desk for Incidents .
  • To ensure customer related documents are updated in Team database related to processes and SoPs for Incident Management.
  • Liaise with the other OBS groups and customer groups to resolve faults on the network and restore service at the earliest .
  • Log and track faults for customers and provide progress update reports until resolution
  • Liaise with next level for fault escalation and resolution.
  • To oversee faults and alarms passed to Resolver teams and ensure clearance procedures are applied and followed.
  • To ensure the correct analysis and classification of each fault as it occurs on the network
  • To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
  • To accept Tickets and able to work with other groups and organization to resolve problem within set times.
  • Any other tasks or projects relevant to job as assigned by the group manager
  • Activate chronic procedures to next level and Service Managers as necessary
  • Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
  • May provide mentoring and guidance to lower level employees.
  • Provides inputs towards process improvements.

Key Skill(s)

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