Consultant

1 week ago


Mangalore, Karnataka, India HCLTech Full time

Please apply on kajal-verma@hcltech.com along with CV and below required employment details to get the profile shortlisted faster:

  • Candidate's Name:
  • Current Role / Level of support (L1/L2/L3/L4):
  • Years of Experience:
  • Relevant years of experience in IT Process- Incident Management
  • Are you ITIL Certified: Yes/No
  • Current Employer:
  • Current Location:
  • Preferred Job Location: Noida , Chennai, Nagpur (Please confirm anyone of these)
  • Educational Qualification:
  • Current Compensation:
  • Expected Compensation:
  • Notice Period:
  • DOB:
  • EX-HCL Employee: Yes/No

INCIDENT Manager- ITIL-IT Process

  • Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
  • Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
  • Authorize any IVR message updates for Service Desk
  • Work with all stakeholders to identify the workaround or resolution for the Incident
  • Set expectations of all stakeholders about the timelines and permissions required for the resolution
  • Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
  • Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
  • Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
  • Document in retrospect, the actions taken, learning and approvals in the service Management tools
  • Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures

Thanks in advance for your kind consideration and choosing HCLTech as a career opportunity.


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