Primary Skills - Incident Management Secondary Skills - ITIL Process About The Role : - Profile Summary:esponsible to restore normal service operation as quickly as possible through Incident Management process. Responsible to drive the Major incidents and high impacting incidents until resolution Ensure that the incidents are resolved within the agreed SLA timelines. Accountable to send timely notifications update to respective stakeholder and user until the Major/Critical Incident restored Provide proper inputs to the other ITIL Process teams on service improvements Supporting and nurturing process improvements and knowledge base improvements Efficient in preparing the daily reports required to manage the daily activities. Ensure that incident backlog is not going beyond the SLA target. Provide periodic incidents metrics reports. Provide weekly dashboard reports and involve in providing inputs to the service provision meetings with delivery leads. Review the SLA performance on daily basis and take necessary actions to ensure that services are meeting the targets. Provide knowledge sharing sessions within the team. Named Job Posting? (if Yes - needs to be approved by SCSC)Additional Details

Global Grade :C

Level :To Be Defined

Named Job Posting? (if Yes - needs to be approved by SCSC) :No

Remote work possibility :No

Global Role Family :To be defined

Local Role Name :To be defined

Local Skills :incident management;ITIL Process

Languages Required::ENGLISH

Role Rarity :To Be Defined

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