Job Seekers

T & A HR Solutions provides best opportunities in various diversified segments and sectors such as IT & Information Techno…

Read More »

Dear Employers

T & A HR Solutions understand that requirement of each client is unique, so we provide fresh perspective & young talent of…

Read More »

Submit Your Resume

If you wish to be considered for any of the Openings, you may please submit your Curriculum Vitae and We will assist you in the be…

Read More »
  • Senior Incident Manager for Mohali

Posted on -August 14, 2014

SKILS:
• Excellent written and verbal communication skills
• Willing to work EST/shift hours
• Willing to work Weekends/holidays according to resource shift gaps
• Ability to multi task and manage a team of Incident Managers
• Work with MS-Office tools (Word, Excel, Outlook, PowerPoint).
• Strong analytically skills
• Ability to lead incident triage conference calls with multiple parties

JOB DUTIES / ACCOUNT ABILITIES OF JUNIOR INCIDENT MANAGER:
• Verifies that incidents assigned to team members are managed strongly & effectively
• Ensures that any customer/business impact is identified and minimized
• Confirms that incident ticket communication/documentation is accurate, timely, clear and concise
• Leads/Performs incident detection, investigation, diagnosis, support, closure and reporting
• Leads/Performs logging, categorization and prioritization of incidents (impact + urgency)
• Identifies and leads/assists in post incident review activity to prevent repeat incidents (proactive remediation)
• Ensures incident routing is managed to reduce any time lags or escalations
• Prepares executive summaries and reports
• Ability to track and manage incidents across multiple applications and clients
• Ensures proper training and knowledge management material for the team of Incident Managers
• Provides and presents management reports such as SLA Metrics Report and/or Score Card Report
• Responding promptly to client queries that are tracked so that they are measured and closed off
• Co-ordinating technical team members to address incidents and problems within the timelines of the specific SLA
• Continuous follow up with clients to provide updates on Severity 1 and 2 incidents
• Working closely with the technical team members to ensure that assigned incidents are resolved

LEVEL OF EXPERIENCE AND EDUCATION
• University Degree in Mathematics, Statistics, or Computer Science
• 3 or more years’ experience in a Support Desk role
• Strong business acumen
• Experience in managing personal workload and working with multiple teams
• Good knowledge and experience of telecommunications & ITIL a great asset
• Practice in integrating into different client environments seamlessly

Apply to the above mentioned job

Your Name*
Your Email *
Mobile Number
Address
City
State
Present Salary
Expected Salary
Notice Period
Interested in Relocation  
Upload Resume