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Service Management

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Job Details

Manage and coordinate activities during overall ticket life cycleResponsible for sending all Incident notifications as per agreed processContinuously follow-up with support team for relevant notification updates per SLA, and drive resolutionEnsure Incident Timeline Report is created immediately after resolution 2.5+ yrs of real time and relevant ITIL based experience.Job Description Major Incident Coordinator . # Above Average Communication Skills * Liaise with the Customer as focal point for all major Incidents reported to the Global Delivery Center* Represent the team and IBM India while leading a major incident * Ensure positive Client satisfaction and Client relationship is maintained* Incident Management - Manage service within incident management process * Change Management - Provide support and participate in the Change Control Board and change control process* Develops an understanding of the Clients organizational structure. Able to provide guidance to less experienced team members to ensure the right level of information is provided to the Client * Ensure communications on day-to-day service operations are delivered to appropriate customer staff* Exposure to Major Incidents and sound understanding of the process of Major Incident Process * Be aware and identify breach of practices within the processes and ensure we are aligned to Global Delivery practices* 18 months of desired experience required
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-5


Configuration/Release Mgmt | Database Administration (DBA)
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