Senior Specialist/Technical Specialist – Incident Management

Job Description

Role Description
• Work in and manage one or more shifts in a 24 x 7 x 365 operational team, whose primary function is to drive all Priority 1 and 2 Incidents, until the outage is resolved and fully documented.
• Manage outages driving and coordinating calls, escalation and notifications to all senior and executive stakeholders across the firm.
• Helping to create business-aligned support of Incidents, with experts in driving and resolving outages for major lines of business as well as across all platforms – Server, Storage, Database, SAP, and Network, and work with the BUIT and Application Services teams on any business application outages.
• Monitor Incidents on Tableau Dashboard on a 24X7 basis.
• Create tasks for incidents based on the criteria defined.
• Act proactively on Incidents as per defined criteria and get them resolved quickly.
• Generate and review Alert trending reports for all the applications in scope.
• Assist Enterprise Application Support Teams in determining the type of IRIS request that needs to be completed.
• Raising Service Request for support tracks on request of Service Managers/Application Team/Capacity Trending/Alert Trending.
• Proper follow up on Request and Escalation of tickets according to priority.
• Continuous service improvement.
• Knowledge of ITIL would be an added advantage.
• To keep self abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices.
• To prepare business requirement documents for automation/enhancement of the HR Process(es), lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.
• Ensure adherence to the published compliance framework. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stakeholders and follow up on the closure
• Knowledge of ITIL would be an added advantage.
(1.) To provide support for on-call escalations and doing root cause analysis of the given issue
(2.) To independently resolve tickets within the agreed SLA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value-adding activities such Knowledge base update and management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases”