implement changes as per Release schedule / Urgent Incident Fixes.
key processes including incident, change, service request and major-incident management. Vendor management
support to ensure the efficient resolution of incidents and service requests. Establish and maintain operational operational processes and procedures for Incident Management, Service Request Fulfillment, and Escalation configuration management. Incident & Problem Management - Establish and maintain Incident and Problem Management teams to investigate and resolve problems and incidents, ensuring root cause analysis is conducted and cross-functional teams. In-depth knowledge of Incident, Problem, Change, and Release Management processes
with agreed terms. Incident and Request Management: Oversee the lifecycle of incidents, requests, and IMACDs (Install, Move, Add, Change, Delete). Ensure all incidents and requests are handled in compliance with relevant
at least every 30mins.
Log service desk incidents and requests received via email or telephone as
call logging procedures.
Respond to logged incidents or requests within the agreed SLA, and update
infrastructure.
Escalate assign L2 & L3 incidents to vendors or manager accordingly.
Communicate
existing client base Resolve end-user related Incidents and keep accurate records for billing purposes maintenance and upgrades Effective administration of incidents, requests, and problem related requirements Provide
support to ensure the efficient resolution of incidents and service requests. · Establish and maintain maintain operational processes and procedures for incident management, service request fulfillment, and escalation configuration management. Incident & Problem Management: · Establish and maintain incident and problem management teams to investigate and resolve problems and incidents, ensuring root cause analysis is conducted and cross-functional teams. · In-depth knowledge of incident, problem, change, and release management processes
support to ensure the efficient resolution of incidents and service requests. · Establish and maintain maintain operational processes and procedures for incident management, service request fulfillment, and escalation configuration management. Incident & Problem Management: · Establish and maintain incident and problem management teams to investigate and resolve problems and incidents, ensuring root cause analysis is conducted and cross-functional teams. · In-depth knowledge of incident, problem, change, and release management processes
metrics and trends. Incident Response and Crisis Management: Develop a rock-solid incident response plan. Coordinate swift responses to incidents and crises, and conduct post-incident reviews to continuously improve
Mitigation / Content / Reporting and annual returns / Incident response / Crisis management / Training / Risk