Job Title: Incident Management
Experience:
2-8 Years
Notice
Period: Immediate to 15 days
Location: Pune
JD:
Key
responsibilities
· Coordinate with all required
stakeholders and Drive relevant incidents/tickets to closure.
· Ensure that activities within a
process are being performed at a high level of quality and that it meets its
associated Service Level Agreements or Operational Level Agreements
· Take ownership of operational
issues, be proactive when dealing with user issues, and track the status of
activities. Actively participate and bring added value to root cause analysis.
Participate in Incident review following major Incidents.
· Ensure that metrics, such as KPIs
and SLAs set for the unit, are met.
· Respond to enquiries from customers
and help resolve their problems.
· Drive discussion on conference
bridges during planned maintenance window, non-BAU situations.
· Proactively identify automation
areas, alert monitoring improvements.
· Ensure compliance with various
internal audit processes such as client-requested audits, and so on. Identify
potential problems and/or increasing trend of repetitive Incidents.
· Create Knowledge with repeatable
procedures with a goal of reducing the number of Incidents.
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