Incident Coordinator L2

Job description:

Job Description

Do

    Ensure the Incident resolution within the Response and Resolution SLAs
    Support the Incident Management Lead as needed and prepare the SLA Reports for Incidents
    Track the Backlog, pending, re-opened incidents and work for their closure asap.
    Coordinate with the Event monitoring teams and ensure creation of the alert-based incident creation
    Collaborate with the key stakeholders (SD Team, Customers, End users, Technical resolution team, Vendors, and CIS Delivery management team) during the incident resolution and Incident escalations and Ensure communication update is done on-time
 

KEY SKILLS AND COMPETENCIES
    Shall have Knowledge of the ITSM Tool; Remedy or ServiceNow or HPSM
    Shall have 3-5 years of experience in a similar role
    A minimum overall 5 year IT service experience
    Should have ITIL V3 Foundation certification
    Good analytical, communication, presentation and reporting skills
 

Experience: 1-3 Years
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