Incident Management

☞ Softenger

View: 111

Update day: 06-05-2024

Location: Navi Mumbai Maharashtra

Category: Printing / Publishing

Industry: Staffing Agencies

Loading ...

Job content

Job Profile :
Incident Management

Job Location :
Navi Mumbai

Experience Required :
8-10 yrs

Job Description :
Job Responsibilities:
  • An Incident Mgt lead – acts as the day-to-day interface into the Incidents process and is responsible for ensuring the execution of the process. Specific responsibilities include:

  • Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation, etc.)

  • Interface with Problem Mgt and participate in Problem Review board or PIR (post Incident review and help Problem manager to publish the RCA with corrective and preventative actions (CAPA)

  • Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are resolved within agreed TAT.

  • Acting as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule

  • Responsible for preparations and publishing the prescribed incident and Service request related reports as per the defined timelines

  • Check the incident tickets for any deficiencies with respect to the key field updates to ensure the quality of the incident information, as prescribed in the process

  • Communicating inefficiencies and deficiencies related to the process to the process owner

  • Assisting in reassignment of misdirected incidents

  • Assisting, if required with correcting invalid incident Priority

  • Identifying areas for improvement using key measurements

  • Directing users to steady state education on line presentations and assisting as required with steady state education to process users when requested or when circumstances indicate that education would improve process execution

  • Reviewing business justifications for Priority changes
    • Loading ...
    Loading ...

    Deadline: 20-06-2024

    Click to apply for free candidate

    Apply

    Report job
    Loading ...
    Loading ...

    SIMILAR JOBS

    Loading ...
    Loading ...