Location
Chennai | India
Job description
Job Description (Posting).
Validate an incident as major incident by following the process agreed Initiate senior management communication about major incident process Act as Duty Manager and involve the required support teams for faster resolution of incident. Initiate user communication for services impacted Send ongoing updates to relevant stakeholders Set up and conduct Conference calls for Major Incidents if required Scheduling regular meetings to co-ordinate and discuss major incident Communicate summary of discussions to all participants Co-ordination with technical teams to provide quickest resolution for Major Incident Log RCA tickets and assign to relevant groups/individuals Maintain process documentation up to date Sign off any changes in the process with the correct stakeholders Provide recommendations for improvements/adjustments in processes and procedures Provide eyes and ears support for monitoring tools for L1 operations team Monitor and Review Management Tools for potential high priority/major incidents Work with Level 1 Support to make sure incident management processes are being followed and calls are correctly prioritized and escalated if an issue Complete all reporting requirements from major incident management process which are agreed from time to time. (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
