Incident Manager

1 month ago

Gurugram, India Sampoorna Consultants Pvt. Ltd Full time

Purpose Of Role :

The role is doing end to end Incident Management for Voice issues for Legacy and CCaaS (Contact Center as a Service) solutions, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.

Skills/Experience MIM-Voice :

- Typically engineering/science degree.

- Good network support knowledge and experience, customer focussed and good customer service skills.

- Good knowledge of Contact Center as a solution, specially genesys cloud.

- At least 4 or more no. years professional experience within Cisco IPT environment.

- Hands on experience on Genesys (CCaaS) would be added advantage.

- Having Good Knowledge on CUCM, Gateways, Unity and UCCX Platforms.

Skills/Experience MIM-Voice :

- Excellent communication and interpersonal skills are essential.

- Proficient in time management to handle multiple tasks efficiently.

- Experience in L2 support and incident management within voice and contact center environments.

- Basic knowledge of supporting inbound and outbound-related issues.

- Ability to identify and address performance issues, collaborate with teams, and ensure service level agreements and project objectives are met.

- Previous experience with voice and contact center technologies, including Inbound, Outbound Contact Server, and SBCs (AudioCodes).

- Capability in handling escalated issues related to VOIP and contact centers.

- Experience in coordinating multiple resolver groups.

- Comfortable working in a support environment.

- Sound knowledge of cloud contact center environments, SIP servers, AudioCodes SBC, and E1/T1 channels.

- Proficient in incident management processes and procedures.

- Oversee the end-to-end management of incidents, from initial detection through to resolution and closure.

- Act as the primary point of contact for all incident-related communication, ensuring timely and accurate updates to stakeholders.

- Coordinate with internal teams and external vendors to troubleshoot and resolve incidents within defined service level agreements (SLAs).

- Implement and maintain incident management processes and procedures to ensure consistency and effectiveness.

- Analyze incident trends and root causes to identify opportunities for improvement and prevent recurrence.

- Conduct post-incident reviews to capture lessons learned and implement corrective actions as necessary.

(ref:hirist.tech)

  • Incident Manager

    4 weeks ago

    Gurgaon/Gurugram, IN Sampoorna Consultants Pvt. Ltd Full time

    Purpose Of Role :The role is doing end to end Incident Management for Voice issues for Legacy and CCaaS (Contact Center as a Service) solutions, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.Skills/Experience MIM-Voice : - Typically engineering/science degree. - Good network support knowledge and...

  • Incident Manager

    1 month ago

    Gurgaon,Gurugram, India Sampoorna Consultants Pvt. Ltd Full time

    Purpose Of Role :The role is doing end to end Incident Management for Voice issues for Legacy and CCaaS (Contact Center as a Service) solutions, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.Skills/Experience MIM-Voice : - Typically engineering/science degree. - Good network support knowledge and...

  • Incident And Change Mgmt

    2 weeks ago

    gurugram, India Nityo Infotech Full time

    24x7 , Communication , Change Management , ITIL , Knowledge Management , Leadership , Management , Oracle , Project Management , Root Cause Analysis , Troubleshooting , Ability , Action , Active , Acts , Advance , Analysis , Analytical Skills , Assignment , Attention , Backgrounds , Base , Bridge , Business , Business Communications , CCNA , Career ,...

  • Incident And Change Mgmt

    1 month ago

    Gurugram, India Nityo Infotech Full time

    24x7 , Communication , Change Management , ITIL , Knowledge Management , Leadership , Management , Oracle , Project Management , Root Cause Analysis , Troubleshooting , Ability , Action , Active , Acts , Advance , Analysis , Analytical Skills , Assignment , Attention , Backgrounds , Base , Bridge , Business , Business Communications , CCNA , Career ,...

  • Major Incident Professional

    1 month ago

    Gurugram, Haryana, India BT Group Full time

    Major Incident Professional **Job Req ID**:30254**Posting Date**:23 Feb 2024**Function**:Customer Service**Unit**:Business**Location**:Dundahera, Sector 21, Gurugram, India**Salary**:Competitive- Skills - Exceptional and personable written/oral communication skills with the ability to effectively interact with Sr. Mgt and other vendor teams. - Communicate...

  • Associate, Cybersecurity Incident Response

    1 month ago

    Gurugram, Haryana, India Ankura Full time

    Ankura is a team of excellence founded on innovation and growth. - Practice Overview: - Our diverse team is comprised of seasoned security veterans, including professionals from the intelligence community and leading private security firms, alongside talented early-career professionals. This unique blend of experience and fresh perspectives allows us to...

  • Incident Response Analyst

    2 weeks ago

    gurugram, India Valvoline Global Operations Full time

    About the job Why Valvoline Global Operations (VGO)? Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil. As an affiliate...

  • Incident Response Analyst

    2 weeks ago

    Gurugram, India Valvoline Global Operations Full time

    About the jobWhy Valvoline Global Operations (VGO)?Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.As an affiliate of...

  • Incident Response Analyst

    2 weeks ago

    Gurugram, India Valvoline Global Operations Full time

    About the jobWhy Valvoline Global Operations (VGO)?Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.As an affiliate of...

  • Major Incident Professional

    1 month ago

    Gurugram, Haryana, India BT Group Full time

    Major Incident Professional **Job Req ID**:29822**Posting Date**:21 Feb 2024**Function**:Customer Service**Unit**:Business**Location**:Dundahera, Sector 21, Gurugram, India**Salary**:Competitive**Why this job matters** The Network Engineering Professional supports the delivery of engineering activities that contributes client technical requirements,...

  • Incident Management Sr. Specialist

    2 weeks ago

    Gurugram, India Orange Business Services Full time

    about the role Perform identification of failure points, troubleshooting and resolution for TDM, Softswitch, VoIP, IPT & ECO system faults Liaise with the other Orange/Equant groups to resolve faults on the network and Customer access lines and equipment Log and track faults for Avaya & Skype voice / CC customers passed on by Service Desk and...

  • Incident Management Sr. Specialist

    2 weeks ago

    gurugram, India Orange Business Services Full time

    about the role Perform identification of failure points, troubleshooting and resolution for TDM, Softswitch, VoIP, IPT & ECO system faults Liaise with the other Orange/Equant groups to resolve faults on the network and Customer access lines and equipment Log and track faults for Avaya & Skype voice / CC customers passed on by Service Desk...

  • Head of Service Management

    2 weeks ago

    Gurugram, India Teleperformance Full time

    Interested folk can drop a text at " ". Work Location: Gurgaon Experience – 12-18 years Shift Time: 6:30PM-3:30AM This position will be responsible for advocating best practices and managing a team for the development of service management processes based on ITSM constructs. The Director-ITSM will be responsible for driving the following initiatives: ...

  • Head of Service Management

    2 weeks ago

    Gurugram, India Teleperformance Full time

    Interested folk can drop a text at "Radhika.gupta1@teleperformance.com".Work Location: GurgaonExperience – 12-18 yearsShift Time: 6:30PM-3:30AMThis position will be responsible for advocating best practices and managing a team for the development of service management processes based on ITSM constructs. The Director-ITSM will be responsible for driving the...

  • Head of Service Management

    2 weeks ago

    Gurugram, India Teleperformance Full time

    Interested folk can drop a text at "Radhika.gupta1@teleperformance.com".Work Location: GurgaonExperience – 12-18 yearsShift Time: 6:30PM-3:30AMThis position will be responsible for advocating best practices and managing a team for the development of service management processes based on ITSM constructs. The Director-ITSM will be responsible for driving the...

  • Problem Management Specialist

    4 days ago

    Gurugram, India Getronics Full time

    Problem Management: Carry out regular trend analysis incident data sets to identify errors. Manage the full life cycle of problem records.Deliver double digit reductions to incident volumes for supported accounts.Use ITOA tools to understand actual user experience.Maintain known error records and knowledge base.Assist with shift left opportunity...

  • Problem Management Specialist

    6 days ago

    Gurugram, India Getronics Full time

    Problem Management: Carry out regular trend analysis incident data sets to identify errors. Manage the full life cycle of problem records.Deliver double digit reductions to incident volumes for supported accounts.Use ITOA tools to understand actual user experience.Maintain known error records and knowledge base.Assist with shift left opportunity...

  • Manager - SOC L3

    3 days ago

    gurugram, India Genpact Full time

    With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create...

  • Manager - SOC L3

    4 days ago

    Gurugram, India Genpact Full time

    With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create...

  • Manager - Integrated Operations

    1 month ago

    gurugram, India Orange Business Services Full time

    about the role To supervise the customized service desks team(s) and to ensure a professional and consistent delivery of quality service to OBS customers. Also, assisting higher management in driving continuous improvements, transversal projects and achievement of operational targets while sustaining employee satisfaction. about you ...