Incident Management

1 week ago


Bengaluru Bangalore, India Macropace Technologies Full time
• Candidate should understand the technologies landscapes for a large program; He will have to work along technical towers.
• Candidate should have 8-12 years' experience.
• Candidate should have BFSI.
• Prioritize, schedule, and assign incidents & service requests to in-shift technical team members.
• Ensuring effective and efficient management of day-to-day 24x7 Data center / Manage Service operations.
• Analyze and identify opportunities to eliminate or streamline common incidents or service requests through process improvement, task automation and employee self-service.
• Banking domain knowledge.
• Ensure all operational KPIs and Metrics are being measured and met.
• Create a positive customer support experience and build strong relationships through communication, problem understanding and timely resolutions. Escalate/assign incidents and service requests to the development and support team as required.
• Monitor and influence the level 2 / level 3 team performances of escalated incidents and service requests to achieve end to end Service Levels.
• Document and maintain the Level 1 team's standard operating procedures to ensure consistent, efficient, and accurate closing of common incident and service requests.
• Effective stakeholder communication on escalated / major incidents and service requests
• Be passionate about the quality and quantity of service being provided by the support team and continuously strive to improve customer experience
• Willing to work under 24x7 support roster or US Shift and on-call rotation for issue escalations.
• Vendor management

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