Incident management specialist

3 weeks ago

Delhi, India Live Connections Full time
Incident Management and Service Now Knowledge Mgmtc & BMC
Looking for an SME with strong and extensive knowledge in Problem Management and Knowledge Management, with a minimum of 5 years of experience.
JD for Incident Management:
Primary Skills / Mandatory Skills: Primary skill is Incident Management and secondary skill is Service Now Knowledge Mgmtc & BMC - BEM (BMC Event Manager).
Experience: 6+ years.
Location: Chennai.
• First point of contact for customers reporting service disruption of service. For Insight SCS these would be members of
the Support Desk and/or the Implementation Team.
• Responsible for recording and classifying incidents and undertaking an immediate effort to restore a
failed IT service as quickly as possible
• Transfer incidents to expert technical support when no ad-hoc solution can be achieved
• Provide customer updates as required
• Takes over incidents which cannot be solved immediately by Level 1 Support
• Responsible for incident investigation, diagnosis, and recovery within defined priorities
• Request external support if necessary
• Aim to restore an IT service as quickly as possible
• Transfer incidents to Level 3 support when no solution can be found
• Provide customer updates as required
• A dynamically established team formulated to concentrate on the resolution of a major incident
• Initiates the Event Communication Process
• Initiates the Problem Management Process
• Conduct SWAT session after the event
• Manages the effective implementation of the Incident Management Process
• Makes recommendations for process improvement
• Generates Incident Management performance reports
• Represents the first stage of escalation for incidents which are not resolved within the agreed Service
Responsible for actively facilitating the creation, editing, and maintenance of effective, easy to use documentation and other knowledge resources for Service Now’s Global Cloud Services team.
The Service Now Knowledge Management Specialist will also play a vital role in the continual improvement of the knowledge management processes and assets by performing regular analysis, reporting, and training.
As Service Now continues to grow and evolve, so will this role. A successful candidate will be innovative, flexible, and self-motivated. The ability to function under some ambiguity in a fast-paced environment is essential. If you enjoy working in a dynamic environment, together with other talented staff to deliver world-class services, this is the career opportunity for you
With Regards,
Victor

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