Incident management
4d ago
  • Following ITIL Incident management Process for all Incidents and escalating to appropriate teams and following up until the issue is resolved.
  • Incident logging (BMC Remedy / HPSM), classification, prioritization, diagnosing, escalation, resolution, recovery and closure.
  • Taking Ownership of the incident and driving all support team / vendors / stakeholders towards quick restoration of service.
  • Managing the alert flow efficiently by acknowledging, owning & acting promptly to provide services within the defined SLAs.
  • Coordinating with the other teams till the closure of the ticket.

  • Driving major incident calls for P1 and P2 tickets and for emergency changes.
  • Creating problem tickets and assigning to respective team for RCA.
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