SKILS:
\n\u2022\tExcellent written and verbal communication skills
\n\u2022\tWilling to work EST\/shift hours
\n\u2022\tWilling to work Weekends\/holidays according to resource shift gaps
\n\u2022\tAbility to multi task
\n\u2022\tWork with MS-Office tools (Word, Excel, Outlook, PowerPoint).
\n\u2022\tStrong analytical skills
\n\u2022\tAbility to lead incident triage conference calls with multiple parties<\/p>\n
JOB DUTIES \/ ACCOUNTABILITIES OF JUNIOR INCIDENT MANAGER:
\n\u2022\tMonitoring and following incident model procedures of pro-active alerts
\n\u2022\tResponding promptly to client queries that are tracked so that they are measured and closed off
\n\u2022\tEnd to end triage and resolution of incidents
\n\u2022\tCo-ordinating technical team members to address incidents and problems within the timelines of the specific SLA
\n\u2022\tProviding clear communications that inform customers with pertinent information
\n\u2022\tManage incident tickets so that they are resolved and closed in a timely manner
\n\u2022\tMaintaining the ASD Application Dashboard spreadsheet with updates\/root cause of each incident
\n\u2022\tContinuous follow up with client to provide updates on incidents
\n\u2022\tWorking closely with the technical team members to ensure that assigned incidents are resolved
\n\u2022\tUpdate and maintain incident management model procedures<\/p>\n
LEVEL OF EXPERIENCE AND EDUCATION
\n\u2022\tUniversity Degree in Mathematics, Statistics, or Computer Science
\n\u2022\t1.5 years\u2019 or more of experience in a Support Desk role
\n\u2022\tStrong business acumen
\n\u2022\tExperience in managing personal workload and working with multiple teams
\n\u2022\tGood knowledge and experience of telecommunications & ITIL a great asset
\n\u2022\tPractice in integrating into different client environments seamlessly<\/p>\n","protected":false},"excerpt":{"rendered":"