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Vuram
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Incident Management - ITIL

Incident Management - ITIL

Vuram

5 - 10 years

7 - 12 Lacs

Mumbai

Posted:3 weeks ago| Platform:

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Skills Required

Business communication TAM Root cause analysis Service level IT infrastructure Incident management Management MS Office ITIL functional support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities:

Assess and validate major incidents, manage notifications and escalations as defined in the major incident management process.

Manage and coordinate recovery actions and plans for major incidents to resolution. Provide timely and informative updates to management, stakeholders, and users until incident closure.

Monitor the incidents to ensure that the Service Level Agreements are adhered to both from a response and resolution perspective.

Ensure the appropriate level of technical or functional support team is actively engaged. Manage incident technical bridge calls and provide direction if further escalation is required.

Ensure that accurate timelines of recovery plans and activities on major incidents are documented via detailed chronology

Ticket generation, notifications and followups with relevant functional groups for service incidents ensure redundancy is maintained.

TAM coordination for client notifications and issues.

Planned / Emergency activity mailers and bridge initiation Understand and track outstanding preventive actions and improvement plans for incidents escalated until closure for all aspects covered in the Root Cause Analysis report

Ensure the closure of all resolved and end-user-confirmed Incident records

Behavioral Skills

Effective Business Communication both written and verbal

Active listening and probing skills Attitude to feedback / willing to learn

Positive attitude to adapt to new technologies / roles

Team Player

Technical Skills:

IT infrastructure overview Knowledge and experience of supporting range of IT applications, platforms and technologies

MS Office Intermediate

Qualifications

Bachelors degree, ITIL knowlegde and technical expertise

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Incident Management - ITIL