Incident Management 4-6 Years || Mumbai
Mumbai, MH, IN
6d ago
source : SuccessFactors

Short Description

Experience : 4-6 Years

Job Responsibilities

  • The Incident Manager is responsible for a smooth flow of the process across Tiers and across Towers for one or more customers
  • He is responsible for correctly configuring the Incident Management targets in Service Management tooling
  • He monitors the overall functioning of the process for one or more customers In case of exceptions the Incident Manager acts as a SPOC reports and analyses the exceptions to stakeholders and proposes improvements in order to mitigate these exceptions
  • Accountabilities Monitor report and analyze the quality of problem handling including compliance to agreements on individual problems and Design Process and Procedures
  • Propose mitigations and improvements Facilitate process improvement plans both customer specific and generic Feedback results to improvement plan owners and action holders Support and manage special procedures
  • Escalate exceptions Tasks Monitoring on SLA compliancy Escalate exceptions to respective roles Act as operational SPOC SME for Incident Management Maintain and support customer process implementation Provide SLR comment voice over on SLR data
  • Contact Person : Sailee Babre

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