IT Process Engineering – Analyst / Sr. Analyst / Specialist / Sr. Specialist / Associate Consultant / Consultant

Job Description

– Monitor Critical Incident Occurrences to ensure near-immediate response by a technical support team
– Coordinate and manage conference calls, conference chats, and communications to ensure restoration activities progress continuously with the right resources engaged
– Ensure proper notification is delivered as per schedule through various communication vehicles, dependent on the situation
– Prepare, collect, and distribute reporting and metrics for the organization related to all aspects of Critical Incident resolution and management
– Ensure proper ITIL standards are maintained as incidents spawn problem and change records; following up to ensure timely resolution of such related problems and changes
– Maintain a good understanding of all monitoring processes and execute them appropriately
– Maintain overall ownership of alerts and ensuring that they are attended within defined SLA’s”