JOB DESCRIPTION

Business Line FT | CONSULTANT | North Carolina

Job Summary

LOCATION: North Carolina
DESIGNATION: CONSULTANT
QUALIFICATION:
Incident Manager Job Description:
• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
• Lead the Bridge calls
• Represent the first stage of escalation for Incidents
• Analyze incident trends and recommend corrective actions as necessary.
• Monitor the effectiveness of the incident management process and make recommendations for improvement.
• Develop and implement the incident management process.
• Analyze incident trends and recommend corrective actions as necessary.
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
• Remediate deviation of any process
• Point of contact for all Major Incidents
• Coordinate with Problem Management and Change Management
• Analyze the known errors
• Perform Incident Quality Audit
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Provide guidance to the Incident Process Coordinators
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To provide support for on call escalations and doing incident & problem management (3.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (5.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
SKILLS:
Project Management Skills (APPS)-Project Management-Incident Management
EXPERIENCE: 4.5-8 Years
NO. OF POSITIONS: 1