Incident Management Specialist
2 weeks ago
NOTE: Candidate should have Excellent Communication
Requirement -
- Managing End user service delivery for APAC region with India as one of the prime subregion.
- Must have ITIL certified and accountable for End to end problem resolution (Level 2)
- Must have ITSM Tool knowledge and experience either Service Now, Remedy or Symphony Summit.
- Good technical knowledge on Windows/MAC OS/MS office applications.
- Good technical knowledge to handle all L1 team issues and fix on time.
- Excellent communication & articulation skills.
- Must have knowledge of Call Center software tool.
- Ensure compliance of ICT Policy and procedures
- Act as a SPOC/coordinator for internal projects
- Compliance and audit for ICT Assets for respective sites
- Vendor & People management.
- Stakeholder management.
- Knowledge articles creation and uploading in ITSM tool.
- Knowledge of SLA, SLO, SLI and KPI’s.
- Pro-active meetings with the Global teams, functional coordinators.
- Continuous reviews to assess current and upcoming requirements in order to improve the overall ICT End User Services
- Understanding the Business requirement for IT End User Services
- Service partner performance review.
- Service level monitoring.
- Service issue prevention
- Live Service escalation
- Customer satisfaction analysis
- Do trend analysis of incident to come up with a plan for reduction of incident by concentrating on major contributing factors.
- Workforce planning & management
- Agent coaching & development
- Report analysis
- Skillset on Effective documentation creation
- Good leadership skills, should be able to handle team with critical KPIs
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