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Incident Manager

Incident Manager

Diebold

2 - 4 years

7 - 8 Lacs

Hyderabad

Posted:4 days ago| Platform:

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Skills Required

Change management Data management Networking Management systems Process improvement Incident management ITIL Operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responds to, facilitates and administers ITIL and related service support processes for assigned accounts. Resolves service requests and associated service issues in real time. Proactively monitors open tickets to ensure achievement of contracted service levels. Post processes service requests by documenting individual services / agreements and verifying debriefing information.

Required Qualifications

Diploma or equivalent work experience required.

Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Incident Management.

Good business English skills (Written and spoken).

Provides Incident Management support for an assigned set of customers and / or services.

Monitors platform, network, application and other service events.

Validates network, system and application redundancy effectiveness.

Validates restore / repair actions and clears alarms.

Tracks, re-directs and escalates the incident workflow to subsequent support levels.

Validates the operational success of deployments / maintenance activity.

Resolves inoperability issues.

Resolves incidents within a defined time period, escalating when additional help is required.

Closes trouble tickets and provides feedback / updates to tracking / data management systems.

Complies with established incident and change management processes.

Coordinates with fix agents to perform repair and/or maintenance based on event severity.

Informs manager / other relevant stakeholders about potential problems; offers process improvement suggestions.

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Incident Manager