Critical Incident Management (BB-CDE3E)
Found in: Talent IN
Description:Mandatory: ITIL foundation certification.Job Description: Take the ownership to oversee the day to day operations relating to Incident Management. Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA. Ensure ticket handshake mechanisms across providers are understood, maintained and updated. Act as the escalation point for unresolved Incidents. Trending of incidents across providers. Escalation of Incidents and issues to Customer. Manage Major Incidents or situations across providers. Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities. Identify and implement Incident Management process improvements and ITSM platform/integration enhancements relating to same. Run Process Compliance Audits and feedback to the Service Provider resources. Conduct regular training for process awareness and improve process compliance. Implement OLAs, as agreed by the Customer, covering interactions between Service. Incident Management + Change Management (Planning & Execution). On - call Escalation Ticket Quality Process adherence & Security compliance. Customer feedback ( Appreciations, CSAT survey results). KB preparation and review. Knowledge sharing & documentation. Root cause analysis / Problem Management + Capacity / Architectural Management SLA compliance for tickets Value Add Training / Mentoring.
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