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)
communicate expectations to internal teams; Incident Management: Maintain a database of major incidents for methodology; Knowledge of ITIL framework (Incident Management, Problem Management, Change Management, Service
dynamic provider of world-class Outsourced and Incident Management Services based in Tokai. You will help design
Takes responsibility and accountability for incident management as per ITIL standards and best practice •
Write and maintain support documentation, incident management processes, technical specifications and user
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
requirements and manage risks. Lead incident and problem management related to End User Workspace problems
Studio 2019 • General Toolset exposure o Incident management systems such as Manage Engine o Scrum / agile