Tata Consultancy Services | Service Management Specialist | uttar pradesh
1 week ago
Total Years of Experience as Incident Manager: - 8 to 10 years
Certification: - At least ITIL Foundation V3 or V4
Roles & Responsibilities: -
Keep technical teams informed about their Incidents’ status at agreed intervals.
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Assign unresolved Incidents to appropriate Tier 2 Support Group
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ITSM tool.
Escalate Major Incidents to the Incident and/or Problem Manager.
Escalate Incidents at risk of breaching Service Level Agreement to respective team leads.
Owns all Incidents and Service Requests throughout the lifecycle.
Identify Problems
Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors
Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
Responsible for assigning incidents within a group or division.
Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents.
Determines if an incident needs to be escalated according to priority and severity of the issue.
Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
Identify Incidents for review.
Participate in Incident review following major Incidents.
Identify potential problems and/or increasing trend of repetitive Incidents.
Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents.
Escalate all process issues to the Service Delivery Manager
Ensure the closure of all resolved and end-user confirmed Incident records.
Provide guidance to the Incident Process Coordinators
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures are reviewed and enhanced where applicable.
Ensure the design of the Incident process aligns with the business and industry best practices.
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