Short Description

Incident Manager – 2 to 4 Years – Mumbai (Airoli)


Job Responsibilities

Job Title:- Incident Manager

Experience:- 2 to 4 Years

Job Location:- Mumbai (AirolI)

Job Description:-

  • 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.

Contact Person – Pratiksha Sonavane

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