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Job Description: For Engineering Executive What this job involves? 1. Incident Management: • Handle incidents/work orders for critical systems within SLA on a global scale through incident management software • Ensure timely updates and follow ups within SLA. • Ensure timely escalations and notification/communication reaches the stakeholders properly.
• Prepare Post incident report with detailed root cause for business affected incidents and share it to stakeholder’s • Timely communication to stakeholders for the incidents nearing closure SLA • Prepare and share open incident status to stakeholder’s n monthly basis 2. Facilities Helpdesk: • Handle facilities service requests on a global scale through D365 /CFS tool • Receiving and logging complaints containing complete details of the requests. • Assign each request with appropriate service level hierarchy to determine the nature of issues, and to dispatch them to the appropriate department • Follow up on the progress of each request by coordinating with respective assignees and monitoring their response time. • Keep tabs on feedback and communicate with the requestor to ensure the closure of the task • Prepare daily and weekly reports on call status, as well as monthly reports on recurring calls • Assisting manager in conducting analyses is also within your scope. • Prepare/contribute to the monthly management report for our clients. • Working side-by-side with bo