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incident management in Bangalore

bangalore, karnataka
Construction & Property
position type
reference number
randstad india
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job description

?ob Description
> � Initiate Bridge calls, drive communication and teams to ensure uptime of systems / product within Service Levels � Co-ordinate with multiple teams to get the issue resolved within SLA � Exposure to ITIL framework � Handle client contacts & engage as & when required � Work with right resources to resolve an issue & make sure the issue is resolved & client is updated �.
> � Manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLA's).
> � Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees
> � Send out the relevant reports after conference bridges and at the end of each incident
> � Send email communications at regular intervals to a wide global audience giving details of the incidents
> � Review lower severity issues and ensure that the appropriate focus is being given
> � Responsible to oversee and own incidents all the way through to resolution and follow up reporting.
> Qualification :
> A Bachelor�s Degree & 2 years experience in Service and Incident Management
> Experience in Infrastructure and/or Application support(preferred)
> Good Communication and Reporting skills
> 24*7 Shift Experience or willingness to work in this environment
> Understanding of ITIL processes and the following areas:
> - Incident,
> - Problem, Change Management
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