INCIDENT MANAGER Jobs in Noida - For a client of TeamLease Services Ltd

Assign unresolved Incidents to appropriate Tier 2 Support Group

·         Log all Incident/Service Request details, allocating categorization and prioritization codes

·         Keep users informed about their Incidents’ status at agreed intervals

·         Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

·         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 the Incident Process Coordinator.

·         Handling customer queries on Desk, phone as well as email.

·     Updating the call accordingly as per status of call in Service desk tool.

·         Have to work with proper SLA. (Response Time, Resolution Time)

·         Escalation of issues & complaints to various functional heads.

·         Making of weekly report and monthly report at the time of review, meetings.

·         Need to take follow up with vendors to know the status of logged call.

·         Asset counting as well as need to update the inventory when we allot any IT asset to user,

·         Filing up of IT Asset form from User at the time of allotment of IT asset to user.