Incident Management(IM)/ITSM

Incident Management(IM)/ITSM

Oloop Technology Solutions Private Limited
Mumbai India
6 - 13 Years
Not Specified

Job Description

Job Description :
Hi Team,
Please plan to work on below requirement tomorrow first half.
Client Name : Capgemini
Mode of hire : Fulltime
Experience Level : C1
Notice period : 30 Days Maximum Notice Period
Job Location : Pune,Mumbai & Bangalore
Position : Incident Management (IM/ITSM)
Ensure to share 8-9 best profiles with less notice period.
Job Description:

  • Monitor and manage the progress of Incident Management
  • Investigation and diagnosis of all Incidents, Service Requests, Changes, and Problems assigned to the team, documenting findings in ServiceNow and reassigning to appropriate groups where required
  • Resolution of all Incidents, Service Requests, Changes, and Problems that fall within the scope of the teams access and ability to provide recovery of service
  • Management and oversight of Incidents and communications at various levels during the incident life cycle
  • Ensure that Incident Management KPI s are fulfilled.
  • Perform trend analysis on Incidents and raise Problems if a common root cause is lacking.
  • Drive and coordinate the participants in the Incident management process when standards and procedures are not followed.
  • Monitor the effectiveness of the Incident Management process and make recommendations of improvement.
  • Proactively identify problems from incident pool and actively form a problem team to follow up.
  • Document investigation findings , evidences , root causes and solutions.
  • Monitor and report status after a solution is implemented , ensure a problem is solved permanently.
  • Identify and escalate problems that need special attention by leadership.
  • Performs trend analysis on Incident management if applicable Ensure that Incident Management targets are achieved.
  • Producing management information and reporting including analysis and recommendations.

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