Description

The desired candidate should be able follow up on all client issues to identify any incidents and follow up
with the respective resolution groups and have the issues investigated and fixed immediately. Candidate
should be well versed with the RCA (Root Cause Analysis) process and should be comfortable reaching
out to different departments to gather required information. Managing and driving Critical and high
Impact Incidents to closure within SLA targets by following the appropriate Incident handling procedures.
Host the daily review calls to discuss on operational issues and status from various IT groups and provide
hourly and daily updates for management review. ITIL V4 certification is mandatory

Roles & Responsibilities
Own/Drive and conclude all production incidents.
Drive all S1 and S2 incident bridges.
Resolution of Sev-1 within SLA.
Prepare review and publish the final RCA to all related stakeholderswithin 4working days.
Capture and circulate the MOM for all the incident related calls/bridges.
Make sure all incidents are resolved/closed within the Agreed SLA.




Driving tickets with the stakeholders (All severities).
Escalations handling.
Escalation matrix review (Internal and External)
Weekly monthly ad hoc reports as per requirements

Skills required
Experience in handling incident and problem management with basic to advanced Windows
knowledge
Lead all incidents from identification, reporting, RCA to closure.
Develop an understanding of the client’s organizational structure and infrastructure environment
Should be proficient in documentation and all follow-up activities relating to incident and problem
management
Positive understanding of infrastructure technologies (VPN, Citrix, Windows Servers, Networks etc.,)
Experience in handling business/client calls.
Basic troubleshooting skills in computer.
ITIL certification Mandatory.
Positive knowledge of MS office (Excel PPT-Preferred)

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