Take the ownership to oversee the day to day operations relating to Incident Management
Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
Ensure ticket handshake mechanisms across providers are understood, maintained and updated
Act as the escalation point for unresolved Incidents
Trending of incidents across providers
Escalation of Incidents and issues to Customer
Manage Major Incidents or situations across providers
Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
Identify and implement Incident Management process improvements and ITSM platform/integration enhancements relating to same
Run Process Compliance Audits and feedback to the Service Provider resources
Conduct regular trainings for process awareness and improve process compliance
Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
Ensure Incident Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement
Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Incident Management Process workflows
Regular monitoring to avoid SLA miss, control incident hoping, incident ownership, reduced backlog/ageing
Consolidate reports related to Incident Management from all Service Providers
(1.) To provide support for critical business processes in the projects assigned.
(2.) To coordinate and assign work between offshore and onsite teams for successful and timely closure.
(3.) To provide timely project status reports and track progress on action items.
(4.) To document new learnings and share within the team for development purpose.
(5.) To train/ coach new team members.
CFS-Processes-Service Integration & Management (SIAM)
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