Job Search

Home > Job Search

Incident Manager

Posted on:


Closing on:


Contact email:

Brief description :

• Handling the escalation for all IT related issues (Incident/ Problem/Change). 
• Point of contact for all Major Incidents 
• Monitor the incidents to ensure that the Service Level Agreement are respected 
• Responsible for communicating with the Incident Process Owner 
• Ensure the closure of all resolved and end-user confirmed Incident records 
• Producing management information and reports 
• Ensuring that all IT teams follow the incident management process for every incident 
• Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization 
• Ensure customer is heard throughout the escalation process. 
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources 
• Worked on global escalations and managed the escalation mailbox in the shift. 
• Identifying, analyzing and initiating the escalation process based on the escalation criteria specified. 
• Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task. 
• Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises 
• Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly 
• Worked on bouncing tickets to reduce the count of bounced incidents. 
• Providing contact details of Service Desk to the user so that they proceed accordingly as per their issues. 
• Several bouncing tickets are closed with our intervention.

Preferred skills

Experience: 6+years

Work Timing: Rotational Shift