| Critical Incident Management at Remote, Remote, USA |
| Email: [email protected] |
| From: Swati Nishad, Inherent Technologies [email protected] Reply to: [email protected] Position: Critical Incident Management Location: Remote Duration: 1 Years Phone & Skype Client: HCL Immediate Interview Skill Rating Mandatory Skills Hands on experience in Years Last used -Year Self-Rating (Scale 1-10) 1. 2. 3. 4. Role Description: Coordination and management of Major Incident Management process activities Escalation of risks and issues to the Major Incident Management Process Owner Supporting Major Incident Management reporting (KPIs and customer SLAs) Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects Drives implementation of standard execution of the Major Incident Management process Agrees issue definition, action plan and success criteria with customer (during emergency mode) Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) Verify resolution with users and resolve Incidents ticketing tools Owns all Incidents and Service Requests throughout the lifecycle Document troubleshooting steps and service restoration details Create and submit knowledge articles Liaison between IT and requestor Desired Anchor attributes KEY RESPONSIBILITIES Ready to work on 24 x 7 support model (no constraints, no reservations). Demonstrate ownership of incident tracking, triage, mitigation, and resolution Responsible for achieving agreed SLA / OLA targets Demonstrate strategic thinking, quantitative and analytical skills and collaboration Ability to work under stress and handle crisis situations SKILLS Must have skills: Graduate in computer science Excellent analytical and troubleshooting skills 5 + years of IT experience. Keywords: information technology Critical Incident Management [email protected] |
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| Thu Oct 03 22:22:00 UTC 2024 |