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