incident ManagerEclaro

Assignment Detail Industry: Software Job Description Incident Manager General: * Incident Management process owner. Responsible for documentation and dissemination. * Responsible for ensuring incident resolution within SLAs. * To ident Assignment Detail Industry: Software Job Description Incident Manager General: Incident Management process owner. Responsible for documentation and dissemination. Responsible for ensuring incident resolution within SLAs. To identify any possible avenues for incident reduction. Responsible for identifying incident priorities to be worked on. Responsible for delivering incident SLAs. Identify and Report KPIs (Key Performance Indicators) for incidents to TD, customer management. Tracking SLA's via Incident Management process compliance measures and ensuring all KPI's are on target. Monitoring incident lifecycle for identifying non-compliance of standards. Intervenes when standards are not being followed. Point of contact for incident related issues. As ServiceNow POC: coordinates any enhancements, modifications, and improvements in the ticketing tool to ITSM Team. ensures that all related EDO ticket templates meets the required fields identified by the team. cascades and provides walk-through to the team if there are new features or updates in ServiceNow. Ticket Management: maintains the Team's ticket runbook/guide. ensures that ticket classifications and categories are up to date and aligned with the team. monitors and audits incidents and service requests ticket taggings. Reporting Deliverables:. sends overall EDO MS ticket extracts on a daily basis (including ageing tickets). updates EDO Data Points on a monthly basis (ticket metrics). generates initial draft of monthly report (ticket metrics, charts, pivots, trends, executive summary). conducts SLA analysis as part of the monthly report. reviews and analyzes SLA outliers and out of SLA tickets. Minimum Qualifications: ITSM Management tool experience Good communication skills, oral and written Good interpersonal skills Preferred Qualifications: ITIL knowledge/Certification
Monster

Philippines
Permanent
Full-time