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  • 2 - 4 Years
  • Posted : above 1 month

Job Description:

If your profile matching at least 70%, it would be fine to move ahead

- Providing ultimate ownership and responsibility for end to end Management activities for severity 1 & 2 Incidents

- Having hands on exp of handling P1/P2 tickets resolving

- Own the IM process end to end including assignment, communication, Issue handling task completion and progress tracking

- Impact analysis of high priority issues & driving Major Incident Management Process

- Taking care of Business communication of outages

- Driving and scheduling Major Incident Report calls and publishing the same to Clients and Management

- Working closely with many technical towers (Network, Storage, Database, VMware etc) and owning IM process from project standpoint in driving Infrastructure and Application related issue

- Basic knowledge on the technologies which we work with

- In MI call Helping the team with previous similar issues and resolution if any

- Performing the Audits on daily basis to ensure the process is followed as per the agreement and find out the opportunity where the improvement is required

- Data Collection and analysis for Root cause investigation

- Track the completion of problem root cause and error resolution tasks

- Verify problem information and related documentation is complete and accurate

- Actively Involved in Problem investigation call bridge with solver groups to diagnosis Identifying underlying causes of incidents and preventing recurrences Developing workarounds

- Eliminate potential incidents before they occur to actively monitor and oversee the problem resolution process and Working with the Problem Review Board and at tending CAB meeting

- Follow up on tickets being raised regularly for re-occurring incidents

- Working with CM to eliminate the risk of unauthorized changes in the environment

- Managing day to day service operations system

- Managing & maintaining the defined ITIL process and associated procedures like MIM, Change Management, Service Level Management and Problem Management

- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident Management Process

- Monitoring the incidents to ensure that the Service Level Agreements are met

- Ensure that the right technical teams are engaged & proper focus is paid to outages and recovery

- Provide support & participate in the Change Control Board and change control process

- Provide appropriate inputs to the PM process, RCA preparation, data collection etc

- Use Escalation matrix appropriately to get an appropriate level of focus from technical teams and management

Profile Summary:

Employment Type : Full Time
Functional Area : Other
Salary : Not Mentioned
Deadline : 14th Mar 2020

Key Skills:

Company Profile:

Not Mentioned

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