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Incident Manager


Source:
TIMESJOBS.COM
Date:
18-11-2016
Job Code:
58317505
Categories:
  • IT
Applying for this job will take you to an external site
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Job Details

Be accountable for the execution of the Incident Management process for one major account. Manage a team of Incident Coordinators delivering the Incident Management process to one major account or Be accountable for the execution of the Incident Management process to a number of accounts. This will involve working closely with both the local and global delivery units and account service teams. Responsible for the complete process adherence and handling of incidents according to SLAs. Responsible to act as an escalation point to expedite incident resolution. Responsible to handle P1& P2 incidents and escalate to Major Incident Manager when it becomes a Major Incident. liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets. In conjunction with Knowledge Manager and Problem Manager ensure quality and usage of knowledge base. Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfillment. Escalation of Major Incident to Major Incident Manager to ensure timely resolution and communication. Participate in the review of P1 & P2 incidents and Major Incident situations.Ensure that Incident Management KPIs are reported and their targets met. Job RequirementsMandatoryITIL Foundation Certified. Competence Requirements General * Good customer interface skills - both on the phone and in person. * Good analytical and problem solving skills. * Strong focus on detail and ability to effectively and accurately record information. * Good interpersonal skills and the ability to establish and develop internal and external relationships. * Good presentation skills. * Ability to organise and prioritise work in an effective manner. * Customer focused with customer liaison skills. * Team working skills. Technical * Experience in a customer service industry, preferably IT based. * Sound knowledge of MS Office desktop applications. * Good understanding of a range of desktop operating systems. * Understanding of and ability to carry out quality assurance checks of work. * Good knowledge of the other support teams and their interface with customers. * Knowledge and experience in the use of customer request recording systems. * Sound understanding of and ability to use USD or equivalent Customer Response Management tool.
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-7

Requirements

Application Programming | Desktop Support | System Administration
Applying for this job will take you to an external site

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