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 and manage a team of Incident Managers
\n\u2022\tWork with MS-Office tools (Word, Excel, Outlook, PowerPoint).
\n\u2022\tStrong analytically skills
\n\u2022\tAbility to lead incident triage conference calls with multiple parties<\/p>\n
JOB DUTIES \/ ACCOUNT ABILITIES OF JUNIOR INCIDENT MANAGER:
\n\u2022\tVerifies that incidents assigned to team members are managed strongly & effectively
\n\u2022\tEnsures that any customer\/business impact is identified and minimized
\n\u2022\tConfirms that incident ticket communication\/documentation is accurate, timely, clear and concise
\n\u2022\tLeads\/Performs incident detection, investigation, diagnosis, support, closure and reporting
\n\u2022\tLeads\/Performs logging, categorization and prioritization of incidents (impact + urgency)
\n\u2022\tIdentifies and leads\/assists in post incident review activity to prevent repeat incidents (proactive remediation)
\n\u2022\tEnsures incident routing is managed to reduce any time lags or escalations
\n\u2022\tPrepares executive summaries and reports
\n\u2022\tAbility to track and manage incidents across multiple applications and clients
\n\u2022\tEnsures proper training and knowledge management material for the team of Incident Managers
\n\u2022\tProvides and presents management reports such as SLA Metrics Report and\/or Score Card Report
\n\u2022\tResponding promptly to client queries that are tracked so that they are measured and closed off
\n\u2022\tCo-ordinating technical team members to address incidents and problems within the timelines of the specific SLA
\n\u2022\tContinuous follow up with clients to provide updates on Severity 1 and 2 incidents
\n\u2022\tWorking closely with the technical team members to ensure that assigned incidents are resolved<\/p>\n
LEVEL OF EXPERIENCE AND EDUCATION
\n\u2022\tUniversity Degree in Mathematics, Statistics, or Computer Science
\n\u2022\t3 or more years\u2019 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":"