Service Management SME

Role descriptions / Expectations from the Role

• Coordinate among various teams / groups / organization for resolution
  

• Open the communication channel at the time of crisis (Priority 1 or Priority 2)

• Determines appropriate stakeholders for communication updates
  

• Determines contents of the communication
  

• Provides Major Incident Report / data and presents it to the Customer Stakeholders

• Coordinates with Vendors MIM/SPOC on updates for Priority tickets pending for Vendor action

• Need to follow the Major Incident Management process (Opening bridge calls within agreed period, Involving the right resolver groups & Key participants).

• Good Communication and Stakeholder Management Skills

• Participating in Post-Incident Reviews, including addressing any actions that came from the post-Incident review, as required by the customer

• Escalating issues to the appropriate levels for resolution in accordance with escalation procedures approved by Customer

• Create Incident Management reports as per agreed period (Daily, Weekly, Monthly, Etc)

• Major Incident manager need to ensure that critical Incident is resolved within agreed time. If not escalation matrix is followed for further assistance, for faster resolution

• Providing periodic updates on status of Incident in accordance with the Incident Management process

• Reviews effectiveness and efficiency of the process.
  

• Creates and maintains process document.
  

• Ensures that the process is defined, documented, maintained and communicated at all levels within the organization and to vendors as appropriate.
  

• Establishes and communicates the process roles and responsibilities.

Location Hyderabad Job Function IT INFRASTRUCTURE SERVICES Role System Administrator Job Id 414915 Desired Skills Service Management

Desired Candidate Profile

Qualifications : BACHELOR OF ENGINEERING