We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a agile environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
Key SPOC for
• Trend Analysis of Incidents, Service requests and predictive action.
• Preparing Incident & SR analysis dashboard and present to customer.
• Take initiatives to bringdown incident/SR counts
• Analyzing root cause of repetative Incidents and take proactive measures
• Task distribution, Follow up on Ageing tickets & Escalation to appropriate stakeholders.
• Ensure tickets are addressed within agreed SLA/SLO.
• Preparing & Presenting change tickets in CAB meetings
• Own problem tickets and Delivering RCA for Problem tickets.
• Creating , developing and improving required documentation such as process flow diagrams, process detailed documentations , roles/responsibilities, presentations, gap analysis reports etc.
• Responsible for the documentation of the ITSM Process integration across processes
• Assist Operation manager in preparing dashboards & reports by providing key inputs.
• Ensuring ITSM process documentation related deliverables to Service Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
• Understands foundational concepts and able to navigate the relationships between ITSM Processes, IT Service Management Process requirements, and business/IT management needs that are moderate in nature which may span multiple ITSM Processes.
• Supports Operation Management in the efforts t
📌 Incident Manager (Mumbai)
🏢 Orange
📍 Mumbai
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