Service Desk SME

Kyndryl

6 - 11 years

4 - 9 Lacs

thane pune mumbai (all areas)

Posted:4 weeks ago| Platform:

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Skills Required

service desk major incident management fcr ftr service desk best practices sla

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

6 to 7 years experience in Major Incident Management
Ensuring that the bridge call is initiated on time and that all relevant stakeholders are involved.
Reviewing and modifying initial incident priority as per MI Criteria
Lead recovery for all P1/P2 and Major Incident incidents across providers
Ensuring the communication (SMS and Alerts) is sent to the stakeholders as per agreed timeline.
Perform escalation as and when needed and drive the incident to resolution across all Service Providers end to end.
Ensuring quality and completeness of incident documentation.
Addressing any ownership disputes during the recovery of a Priority 1 or Priority 2 Incidents
Assign RCA ownership and ensure the problem ticket is created and assigned appropriately towards the end of the MI bridge call.

Preferred candidate profile

Governing P3 and P4 incidents to meet the contractually agreed SLAs.
Facilitating and leading dispute calls for Incident ownership.
Escalating as required for proper incident resolution and closure.
Analysing Incident data/trends to identify incorrect incident assignment and establishing action plans to avoid multiple reassignments.

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