Job Summary
PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2). • Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents. • Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact. • Ensuring that the Incident record is fully updated prior to Problem Management handover. • Ensuring Bridge call are opened without any delay. • Business communications should be sent on time. • Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain clear lines of communication throughout the incident. • Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis. • Root Cause Analysis: Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence. • 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines. • 100% acknowledgement to emails addressed to you/your team. • Zero tolerance for not following SOPs as per the documentation. 3. KNOWLEDGE, SKILLS & EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA. • 5-8 years major incident management experience. • Should be aware of ITIL’s incident management, Problem and change management module. • Should have worked in high pressure work environments. • Hands-on work experience with the following: o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc. 4. DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. • Ability to learn new information quickly and the willingness to do so at all times. • Ability to work flexible hours from time to time to cover for other help desk staff. 5. COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime
Key Responsibilities
PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2). • Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents. • Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact. • Ensuring that the Incident record is fully updated prior to Problem Management handover. • Ensuring Bridge call are opened without any delay. • Business communications should be sent on time. • Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain clear lines of communication throughout the incident. • Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis. • Root Cause Analysis: Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence. • 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines. • 100% acknowledgement to emails addressed to you/your team. • Zero tolerance for not following SOPs as per the documentation. 3. KNOWLEDGE, SKILLS & EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA. • 5-8 years major incident management experience. • Should be aware of ITIL’s incident management, Problem and change management module. • Should have worked in high pressure work environments. • Hands-on work experience with the following: o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc. 4. DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. • Ability to learn new information quickly and the willingness to do so at all times. • Ability to work flexible hours from time to time to cover for other help desk staff. 5. COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime
Skill Requirements
PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2). • Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents. • Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact. • Ensuring that the Incident record is fully updated prior to Problem Management handover. • Ensuring Bridge call are opened without any delay. • Business communications should be sent on time. • Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain clear lines of communication throughout the incident. • Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis. • Root Cause Analysis: Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence. • 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines. • 100% acknowledgement to emails addressed to you/your team. • Zero tolerance for not following SOPs as per the documentation. 3. KNOWLEDGE, SKILLS & EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA. • 5-8 years major incident management experience. • Should be aware of ITIL’s incident management, Problem and change management module. • Should have worked in high pressure work environments. • Hands-on work experience with the following: o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc. 4. DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. • Ability to learn new information quickly and the willingness to do so at all times. • Ability to work flexible hours from time to time to cover for other help desk staff. 5. COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime
Other Requirements
PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2). • Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents. • Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact. • Ensuring that the Incident record is fully updated prior to Problem Management handover. • Ensuring Bridge call are opened without any delay. • Business communications should be sent on time. • Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain clear lines of communication throughout the incident. • Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis. • Root Cause Analysis: Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence. • 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines. • 100% acknowledgement to emails addressed to you/your team. • Zero tolerance for not following SOPs as per the documentation. 3. KNOWLEDGE, SKILLS & EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA. • 5-8 years major incident management experience. • Should be aware of ITIL’s incident management, Problem and change management module. • Should have worked in high pressure work environments. • Hands-on work experience with the following: o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc. 4. DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. • Ability to learn new information quickly and the willingness to do so at all times. • Ability to work flexible hours from time to time to cover for other help desk staff. 5. COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime
