WIPRO TECHNOLOGIES SRL

Incident manager with Spanish

Acest anunț a expirat și nu este disponibil pentru aplicare

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  • Insurance of the IT support for clients in agreement with the internal policies and standards of the company.

  • Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
  • Opening a Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
  • Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
  • Coordinating with the respective SMEs for speedy resolution of the Major Incident
  • Ensuring the Major incident is resolved within the SLAs agreed with the Customer
  • Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
  • Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
  • Ensuring that all the resolution procedures are updated in the knowledge database / Work log
  • Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
  • Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
  • Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
  • Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
  • Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

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  • Locatie
    Bucuresti
  • Tip job
    Full time
  • Publicat
    Acum 1495 zile

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