Job Description

Job Posting (INCIDENT MANAGEMENT) . Role: Duty Manager . Job Location: Hyderabad . Business Unit: Microsoft SKILLS REQUIRED: . Excellent written and oral communication skills. . Good understanding of ITIL Processes and has customer empathy. . Strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment. . Knowledge of MS Office Applications (Outlook, Word, Excel, OneNote). . Flexible to work in a 24/7. RESPONSIBILITIES: . Work on case assignment procedure. . Analyse and assign the cases on priority to the respective teams. . Log all Incident/Service Request details, allocating categorization and prioritization code. . Aggressively monitoring and responding to Incidents generated. . The Engineer\'s primary responsibility is to Communicate proactively, send notifications and get the data over the case assignment, record and report them for future analysis. . Strong sense of urgency. . Must possess organization, multi-tasking and prioritization skills. . Pro-actively work towards self-development and sharing knowledge. . Manage the healthy progress of service requests. Ensure escalating to senior and escalation resources at the right time with the right information. Time of operation: This support project demands 24X7 shift model. Therefore, candidates should be flexible to cover during holidays and weekends to accommodate any business requirement.

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