Job Summary

Oversight of daily operations of the incident process, assuring adherence to service level agreements\\\\r\\\\nManaging Critical Incidents, leading technical and customer calls from start till resolution.\\\\r\\\\nService level and performance reporting.\\\\r\\\\nTrend analysis and improvement implementation. \\\\r\\\\nRoot Cause Analysis, identification and elimination of root causes of recurring incidents. \\\\r\\\\nOverseeing the creation, review and revision of knowledge documentation. \\\\r\\\\nChange lifecycle management, evaluating, creating and processing change requests, post implementation review. \\\\r\\\\nDaily customer, management and technical team communication and status reporting. 

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.

Oversight of daily operations of the incident process, assuring adherence to service level agreements Managing Critical Incidents, leading technical and customer calls from start till resolution. Service level and performance reporting. Trend analysis and improvement implementation. Root Cause Analysis, identification and elimination of root causes of recurring incidents. Overseeing the creation, review and revision of knowledge documentation. Change lifecycle management, evaluating, creating and processing change requests, post implementation review. Daily customer, management and technical team communication and status reporting.

Skill Requirements

1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
4. Familiarity With Sla Management And Incident Resolution Processes.
5. Knowledge Of Capacity Planning And Change Management Principles.

Oversight of daily operations of the incident process, assuring adherence to service level agreements Managing Critical Incidents, leading technical and customer calls from start till resolution. Service level and performance reporting. Trend analysis and improvement implementation. Root Cause Analysis, identification and elimination of root causes of recurring incidents. Overseeing the creation, review and revision of knowledge documentation. Change lifecycle management, evaluating, creating and processing change requests, post implementation review. Daily customer, management and technical team communication and status reporting.

Other Requirements

Oversight of daily operations of the incident process, assuring adherence to service level agreements Managing Critical Incidents, leading technical and customer calls from start till resolution. Service level and performance reporting. Trend analysis and improvement implementation. Root Cause Analysis, identification and elimination of root causes of recurring incidents. Overseeing the creation, review and revision of knowledge documentation. Change lifecycle management, evaluating, creating and processing change requests, post implementation review. Daily customer, management and technical team communication and status reporting. 1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification