Responsibilities

• Provide technical direction and coordination to the resolver groups involved during an incident and disaster recovery.
• Provide appropriate inputs to the problem management process, RCA preparation.
• Develop an understanding of the client’s organizational structure and infrastructure environment.
• Drive group chats and bridge calls effectively to resolve incidents.
• Handle conflict situations and make quick decision while driving incidents.
• Manage and drive third parties to the quick resolution of incidents.
• Manage the use of Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
• Manage the incident a make informed decision to escalate as Disaster and managed the disaster accordingly.
• Classify and resolve incident within the specified SLA.
• Track incident until closure.
• Conduct monthly briefing to the customer on incident and problem management.
• Provide regular report based on SLA measurement and performance of incident and problem management.

Requirements

• Minimum 5 years of working experience in above-mentioned processes.
• Degree, preferably IT or Engineering-related.

Shortlisted candidates will be offered a 1 Year Agency Contract employment.