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Major Incident Manager

1 - 4 years

7 - 12 Lacs

Mumbai Maharashtra India

Posted:1 day ago| Platform: Foundit logo

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Skills Required

Service Desk customer service quality development Ticket triage

Work Mode

On-site

Job Type

Full Time

Job Description

Key Accountabilities and Main Responsibilities

Operational Management

  • Ticket triage / categorisation / prioritisation / assignment.
  • Escalation of Major IT Incidents,
  • AD user record currency, network Share access, account provisioning / termination
  • Provide high quality customer service on inbound and outbound calls
  • Provide efficient and effective query resolution by taking ownership for first call resolution
  • Identify opportunities to provide information regarding other value-added services
  • Participate in formal and informal team based training
  • Adhere to all legislative requirements required for the role
  • Ensure Service Level compliance for Incidents and Requests
  • Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
  • Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
  • Maintain and improve on key Service Desk performance indicators
  • Participation in quality development
  • Active involvement in team and cultural change within the Service Desk team
  • Other responsibilities as directed by the Manager or Team Leader, Service

Experience & Personal Attributes

  • Experience working on a Service Desk - providing IT support
  • Active Directory
  • Service Now
  • ITIL processes
  • Strong written and verbal communication
  • Strong customer service skills

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