Ø Prefer ITIL knowledge or certification
Ø Executing the Incident Management process tasks in adherence with Client requirements.
Ø Drive Bridge calls for effective coordination, incident resolution, service restoration within the agreed SLA.
Ø Sending notification of Critical/Major Incidents to appropriate management and technical teams.
Ø Provide updates continuously about the cause of incidents and relevant findings in the bridge call for each Critical/Major incident.
Ø Ensure Incident Time line Report is created immediately after resolution.
Ø Reviewing and auditing the process.
Ø Ensure that the Incident record is fully updated prior to Problem Management handover.
Ø Provide feedback in regards to Knowledge Base articles(KBA)
Ø Participate in Internal CAB Meetings to know about the changes being implemented in the environment.
Ø Chair the DHC (Daily Health Check) Call with Client to review Service Disruptions.
Ø Identifying trends and potential Problem sources by analyzing Incidents.
Ø Coordinating meetings to resolve problems.
Ø Maintains inventory of problems under analysis and their current progress and status
Ø Do a Follow up of issues and progress with problem owners where necessary
Job Type: Contract
Experience:
- Incident Management: 5 years (Preferred)
Location:
- Atlanta, GA (Preferred)
License:
- ITIL (Preferred)
Contract Length:
- 5 – 6 months
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