Incident Management – 2- 4 Yrs – Mumbai

• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
• Document troubleshooting steps and service restoration details
• Create and submit knowledge articles
• Provide specialized investigation and diagnosis of all Incidents and Service Requests
• Identify Problems
• Verify resolution with end-users and resolve assigned Incidents
• Escalate Major Incidents to the Incident and/or Problem Manager
• Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
• Escalate unresolved Incidents to Tier 3
• Restore a failed IT Service as quickly as possible
• Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors
• Services are requested by Tier 1/2 Support if required for solving an Incident
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Remediate deviation of process for its particular division/department/school
• Responsible for communicating with the Incident Process Owner
• Point of contact for all Major Incidents
• Responsible for the effective implementation of the process “Incident Management” and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents
• Monitor the workload per Tier 1 Analyst
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Provide guidance to the Incident Process Coordinators
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.



Nirmala B

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