Experience : 6-12 Years
CTC : 6-14 Lacs
Location :
Venue Detail : 3rd Floor, Casa Capitol ,
Ashoknagar , Bangalore – 560025
Contact No : 9500009833
E-Mail : info@telecomgurus.in
| * Track and manage the incidents throughout its life cycle and ensure its restore within agreed SLA * Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. * Point of contact for all Emergency, Critical/Major Incidents. * Responsible for the effective implementation of the process “Incident Management” and carries out the respective reporting procedure. * Follow necessary escalations wherever required and initiate for management attention/support incase required. * Ensure the closure (ticket) of all resolved and end-user confirmed Incident records |
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| * Accurate information to management during the incident at agreed timeline. * Wherever agreed/necessary communicate the progress of fault/incident through voice conference bridge. * Seek necessary support/intervention from management wherever required (for faster resolution of the fault). |
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| * Based on the severity agreed with customer; carry out detailed post incident review and record findings. * Prepare detailed Incident Report wherever required. * Incident report to contain High level root cause and work around/remedial action in case if such issue occurs again. * Communicate the findings, corrective & Preventive actions to frontline and customer (wherever required). |
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| * The service desk is the single point of contact for users when there is a service disruption, for service requests, and for some categories of request for change. | ||
| * Initiate for review & update the IM process document whenever there is a change or as per the document review period (which ever is earlier). * Communicate back all changes to incident management stakeholders. |
