Job Description

Incident Management: Responsible to work with Tier 1/Tier2/Tier3 Support to ensure proper recording of incidents and progress as per ITIL process. Determines if an incident needs to be escalated according to priority and severity of the issue. Ensure that Incidents assigned to their Support Groups are resolved and that service is restored. Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are adhered. Identify Incidents for review Participate in Incident review following major Incidents. Identify potential problems and/or increasing trend of repetitive Incidents Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents Escalate all process issues to the Service delivery Manager. To initiate bridge call and drive incidents until resolution and hand it over to the next incident manager in shift. 24.7 Support. Change Management: To register different types of RFCs (Standard, normal & Emergency) for the change requests. To validate conflicting changes, which leads to outage. To assess impact of a change and receive approvals from service delivery manager/stakeholders. Communicate change schedules with all stakeholders. Problem Management: Periodically perform analysis to see if new problems need to be registered. Register problems, Assign work to Problem Analysts and coordinate root cause analysis. Register known errors, Assign known error to Problem Analyst. Validate proposed solutions to known errors. Validate outcome of closed changes and close known error. Validate that a problem is solved and Inform service delivery Manager on the status. Technologies required: Experience in ITIL V4 service management. Good capability to understand Linux, networking, database and application related issues to drive, coordinate and resolve issues as per the agreed SLA and OLA.

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