Incident Control L2

2 weeks ago

Noida Uttar Pradesh, India Stefanini, Inc Full time

Coordinate the daily execution of the incident management process. - Facilitate regular incident review meetings. - Communicate changes and issues in the environment which may affect service desk and deskside incident volume. - Identify opportunities minimize exceptions to processes, and propose framework for sustainable practice. - Monitor the effectiveness and efficiency of the incident management process. - Identify functional escalation point for tickets when required. - Oversee the lifecycle of all open incidents/requests in order to communicate issues or potential issues with vendors, clients, Stefanini technicians and leadership resources, and detect and prevent SLA and/or KPI breaches. - Coordinate the broadcasting of status updates to key stakeholders and resource and leadership teams. Bachelor"s degree or equivalent work experience preferred. Typically requires a minimum of 2 years of related experience. - Experience with Service Desk or Deskside projects. - Minimum 4 years" experience in an incident control role. - Understanding of technician documentation requirements. - Strong customer service experience. - Ability to work in a dynamic team environment, as well as independently, with limited supervision. - Ability to identify problem areas and feed this information to service delivery. - Excellent oral and written English communication skills. - Solid understanding of Microsoft Outlook, Excel and Word 2010. - Strong organizational and prioritization skills, with focus on attention to details. - ITIL foundation certified. - Attendance and schedule adherence are requirements for this position. - Knows and applies fundamental concepts, practices and procedures of particular field of specialization. - May develop advanced skills using tools and equipment appropriate for the position or specialization. - Using established procedures and working under immediate supervision, performs assigned tasks. - Work is routine and instructions are usually detailed. - Resolves routine questions and problems, and refers more complex issues to higher levels.

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