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Account Security

Secunderabad, Telangana
Job Code:
  • IT
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Job Details

Key responsibilitiesPart of Incident Management for almost three years(40 months), gained experience in handling Critical/High scenarios and also in Client interaction calls for trend analysis. Incident Report Business critical incidents impacting multiple users or particular region/site are initially reported to help desk. Capturing Incident Information Incident Management desk captures the basic information that is available from the user s reporting the issue. Escalation Initiating a bridge call and engaging the support teams and management at the initial stage. Bridge Handling Driving the bridge call from a helpdesk perspective by ensuring the presence of support teams on time to handle the scenario thus reducing the impact at initial stages. Outage Management As part of Outage management, we analyse the impact of the incident and update the business with the current status by sending updated outage mails thus ensuring the customers are aware of the crisis and also avoiding the call/web/email volumes for the helpdesk department. Business Communication As part of business communication, we work with MIO(Major Incident Operator, who drives the call with the technical teams to resolve the issue), and get Two sets of communications rolled out. Business Communication Brief communication rolled out to business leadership with brief impact and not much technical information. Technical Communication Brief communication rolled out to support teams with technical description. Incident Ownership Taken the ownership of the incident from the time of reporting during an Outage/Breakdown to closure of the incident and ensuring the SOP is followed. SLA(Service level)Maintenance Ensuring the service levels are maintained for the High/Critical incidents. Coordinating with support teams for incidents breaching SLAS. Problem Management Ensuring problem tickets are generated for High/Critical incidents that would be helpful for the RCA (Root cause analysis) later.Following up with support teams for incidents having less information to troubleshoot, thus ensuring the incidents are not neglected and resolution being provided for every incident reported
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-8


System Security
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