Saturday, July 13, 2013

Hi Five | Incident Management Analyst/ITIL | GOC-Source Healthcare Analytics | Bangalore

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Hi Five | Incident Management Analyst/ITIL | GOC-Source Healthcare Analytics | Bangalore
 
 
Description: HiFive.jpg
 
Hi-Five ­­Employee Referral Program
 
                
           Type:  On Going
           Role:  Incident Management Analyst/ITIL
           Experience: 3 - 5 years                                                                                                                                               
           Work Location: Bangalore     
     
Job Code: RR - 4898
Roles and Responsibility:
1. Ability to run the leveraged Incident Management process across multiple accounts, driving SLA attainment and good queue practices.
2. From a Major Incident point of view, they run Severity 1 and Severity 2 incidents affecting a single client.
3. Expertise Knowledge on Incident Management Process and client understanding,
4. Working knowledge of Incident management tool set (ability to advise and instruct others), ability to drive process and improvements
5. Follow up on all unattended and SLA violated incidents and escalate accordingly
6. Deliver Problem Management services across multiple accounts or areas.
7. Deliver Problem Management services on a day to day basis. Ensure consistency of service provision through application of processes, procedures and tool-set.
8. Co-ordinate Problem resolution, perform pro-active trend analysis, identifying common trends and repetitive faults, and drive overall trend improvements
9. Own and manage the Root Cause Analysis (RCA) process for all Major Incidents, ensuring all actions are progressed to resolution
10. Ensure that the technical groups adhere to processes and procedures, and that they complete and document Root Cause and Action Items and implement those actions to successful conclusion.
11. Ensure the technical groups provide diagnostic scripts and workarounds to include in the Service Desk Knowledge Base or Known Error database
12. Review the efficiency and effectiveness of proactive Problem Management activities including the identification of service and process improvements
Skill: ITIL
 
Location: Bangalore.
For any clarification contact:
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HI-FIVE

Symphony Teleca

Fax: +91-80-5129 8500
Hi-Five@Symphonyteleca.com

www.symphonyteleca.com
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