Location
Noida | India
Job description
Job Description (Posting).
Documenting and publicizing the Incident Management process. Defining the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process. Providing input to the ongoing Service Improvement Plan. Addressing any issues with process adherence. Ensuring the support staff has process awareness. Ensures that the process, roles, responsibilities and documentation are regularly reviewed and audited. Manage and deliver contracted SLA performance for Incident Management. Day to day management and operational review of the incident management operations. Deliver Incident Management reporting (internal and external): process KPIs, management reports etc. Own the Incident Management process documentation: Create, update, maintain and train the users. Has influence and authority to get resources on demand from required technical groups for resolution of major incidents. Drive the incidents towards resolution. Leads the conference bridge and ensures Major Incident is resolved in timely manner. Consult with the ST Micro counterparts for confirmation of a major incident Update Unified Productivity Service Desk about the broadcast message to be done in relation to Major Incident as advised by ST Micro (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
Qualification
B-Tech
Skill (Primary)
CFS-Processes-IT Process Engineering
Job tags
Salary
