Job Description:

-Manage and execute the Incident Management process in a consistent and compliant manner to allow for prompt restoration of service for multi-user issues
-Manage and execute the Problem Management process to ensure root cause is identified and remediated
-Ensure data integrity in systems of record to ensure issues are captured accurately
-Support Change management process
-This role is responsible for adherence to policies and procedures as well as performance expectations and is counted on to recommend and contribute to process improvements


Incident Management

Act as point of contact for all Major Incidents
Take full ownership and accountability for the Incident Management process
Determine what resources and expertise are required to resolve the major incidents and engage the teams using the set protocol
Work towards quick recovery of incidents by bridging gaps between technical tracks
Responsible to restore normal service operation as quickly as possible to minimize the impact to business operations
Accountable for global service management, timely communication & escalation to right stakeholders
Communicate progress in a timely manner and manage Business expectations during the crisis
Responsible for service management tools to efficiently manage the IT environment and business services
Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition
Being proactive in picking up shift left activities from various tracks to help reduce the MTTR
Support functions and Global Technology Infrastructure Services teams

Problem Management

Accountable for reducing recurring incidents and identifying underlying causes of IT incidents through problem management
Use specific information from driving major incidents to drive technical teams to stronger RCAs and corrective actions
Work on proactive problem management - ticket reduction, process enhancements
Review and evaluate Problem Management records in progress
Establish and govern the proactive element with a goal of identifying and capture preventative actions via a robust problem management process through resolution and root cause
Facilitate root cause analysis discussion through scheduled meetings
Update problem record with status of review and follow up on outstanding
Improve overall service which will reduce the frequency of repeated incidents
Explore opportunities for maximizing IT Service to achieve full efficiency and ROI from company resources


To perform this job successfully, an individual must have the following education and/or experience


Bachelors degree is preferred
Financial and/or Mortgage industry expertise preferred
Accreditation/Certification in ITIL service management framework a plus
7 or 8 years of previous IT Service Management experience required
Personable and enjoy interacting with others
Familiar with fundamental principles of ITIL and SLAs preferred
Good problem-solving skills; Ability to visualize a problem or situation and think abstractly to solve it
Familiar with multiple aspects of Enterprise technology from end to end
Exceptional written and oral communication skills, with strong ability to log tickets that tell the complete story
Exceptional interpersonal skills, with a keep ability to listen and question
Fluent English skills
Experience dealing with customers during issue resolution and operating under pressure
Excellent communication skill to drive routine communication of status to senior management and customer

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : CRM/CallCentres/BPO/ITES/Med.Trans, Financial Services/Stockbroking
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 21st Mar 2020

Key Skills:

Company Profile:

Homeward Residential, Incarfix

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