Critical Incident and Problem Manager
- IntouchCX
- 5 - 7 years
- Hyderabad
- 6 days ago
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Job Description
- Drive all major incidents to resolution as quickly as possible.
- Provide coordination across all support teams to ensure the timely resolution of incidents.
- Provide timely, regular, and comprehensive updates to key stakeholders.
- Review incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process.
- Participate in regular incident meetings to review open incidents and drive timely closure.
- Perform post-incident review for major incidents to capture lessons learned and ensure closure of improvement plans.
- Create an incident report for key stakeholders containing an executive summary and the incident timeline.
- Track and report all critical incident management-related KPIs.
- Run root cause analysis meetings to identify issues, lessons learnt, and preventive actions.
- Work with various support teams to drive problem tickets to closure.
- Track follow-up actions, ensuring timely closure of problem tickets.
- Perform analysis to identify and register problem tickets.
- Gatekeeper of all known errors.
- Track and report all problem management-related KPIs.
- Bachelor s degree in Business, Computer Science, or related discipline required or equivalent work experience.
- 5 to 7 years managing complex IT initiatives in a global enterprise environment.
- Experience in technical incident and problem management in a highly dynamic global organization.
- Experience in Infrastructure (Storage, Network, Windows, Linux, etc), information security, and/or web/application/middleware services.
- A good understanding of business processing operations (BPO) is a plus.
- Strong communication skills and able to articulate complex matters in a concise manner to non-technical audiences.
- Good interpersonal skills with the ability to manage different internal teams well.
- Strong analytical skills and able to deal with complex technical and process subject matters.
- Self-motivated and able to work independently.
- ITIL certification is required.
Job Classification
Industry: BPM / BPOFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: BPO Computer science Root cause analysis Linux Information security Problem management Incident management Cross functional coordination Windows Middleware
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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