Job Summary
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Skill Requirements
Job Description:Drive Incident Management with high performance and best practices across the Domain Unit.
The Major Incident Manager will own Critical Incident Management and resolution end-to-end.
Major Incident Manager will also be responsible for achieving Service Level Targets by pushing and probing technical SMEs and provide business and IT Leadership with timely accurate updates.The following are the core skills expected from this role.• Effective written and verbal communication skills
• Strong analytic and diagnostic skills
• Highly confident and logical.
• Good understanding on any of technical platforms
• Strong understanding of IT Service Management.
• Ability to communicate technical concepts to non-technical audience.
• Appropriately obtain the risk when business decisions are made, demonstrating particular consideration for reputation and safeguarding the environment.
• Applying sound judgment during the incident resolution, problems, and provide resolution to restore services.
• Knowledge on regulatory compliance requirements.
• Provide Root Cause Analysis (RCA) post incident restoration, complex processe