all P1/P2 incidents with appropriate reporting and notifications to key stakeholders. Manage persistent persistent incidents from trend analysis and/or management escalations. Proactively manage incidents to satisfactory conclusion. Continuous improvement of the major incident management process. Keep service desk informed of progress Review the continuous improvement of the SGT incident management process. Trending of re-occurring incidents relevant IT experience ITIL Foundation and/or Incident Management Practitioners Certifications (Recommended)
Call Handling / ITIL processes, aid with Incident Management and confirm call resolution with End User providers and internal IT processes. Assist with Incident Management and problem resolution, ensuring minimal
skills Familiarity with ITIL principles and incident management processes DUTIES Conduct thorough analysis point of contact for application-related incidents, managing the incident resolution process from initial
skills Familiarity with ITIL principles and incident management processes DUTIES Conduct thorough analysis point of contact for application-related incidents, managing the incident resolution process from initial
Visual Studio 2019 • General Toolset exposure Incident management systems such as Manage Engine Scrum / agile
Visual Studio 2019 • General Toolset exposure Incident management systems such as Manage Engine Scrum / agile
ensure swift resolution. Incident Reporting: Collaborate with line managers to report and manage incidents
to both the Change Management Process and Incident Management Process.
Accountabilities Incident and Problem Management – responsible for 3 rd line incident and problem management in relation
Studio 2019 • General Toolset exposure o Incident management systems such as Manage Engine o Scrum / agile