Brennanit - Team Lead - Incident & Problem Management (8-12 Yrs) Mumbai (Others)

Role: Incident Coordinator PURPOSE OF ROLE : - The function reports to the Team Lead of Incident Management and the purpose of this role is to ensure end to end accountability of managing the Incidents across various business units.
-The role will be responsible for overall coordination and facilitation of technical and other resources through service restoration and recovery efforts for escalated incidents.
-The role will also engage with Problem Management on a regular basis to highlight and eliminate where feasible reoccurring incidents.
-Proactive SLA management with regular check on aged and not updated tickets and drive engineers to action as required with the help of the respective Team Leaders. KEY QUALIFICATIONS : Essential : This role requires the following Qualifications ; - Minimum 3 to 7 years of relevant work experience in Incident Management process.
-Minimum 3 to 7 years of experience in an IT and/or Telecommunication industry.
-Must possess willingness and ability to learn and apply new skills and knowledge on a continuous basis.
-Strong working knowledge of Microsoft office products and ITSM tools.
-Excellent communicator (verbal/written) with ability to work independently in a fast-paced, constantly evolving team of diverse backgrounds Strong customer focus and analytical skills.
-Ability to co-ordinate and multi-task effectively. Desirable : The following Qualifications would be an advantage for this role; - ITIL Foundation certified.
-ITIL process design, implementation and administration KEY COMPETENCIES DETAILS : Essential : This role requires the follow Competencies and Experience : - Primary responsibility includes Identifying, tracking, report generation and closing all the incidents with minimal business impact.
-Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, communications and escalations - Communicates incident status in a calm, clear, accurate and concise manner.
-Monitoring the status and the progress towards the resolution of all the open Incidents - Provide complete and accurate information on the event which helps in providing appropriate resolution - Facilitates technical and other resources through service restoration and recovery efforts for escalated incidents.
-Ensure that technical staff updates tickets and IM process is correctly followed - Quality Assurance - Start and drive incident bridges proactively/actively until resolution - Keeping the affected Incident Initiator updated on the progress - Following the escalation (this include technical, vendor and management) and communication (this include standard and management) procedure - Confirm resolution and resolve the Incident record - Analyze the Incident flow/volume and suggest for appropriate action.
-Documents incident events, resolution and follow up action items and prepare post incident reports.
-Detecting the potential Problems and assigning them to the Problem Management team for resolution.
-Proactive SLA management with regular check on aged and not updated tickets and drive engineers to action as required with the help of the respective Team Leaders.
-Ability to work in a 24/7/365 support environment - Passion for customer service.
-In a 24/7, 99.95% availability environment Brennan requires all technical staff to be reasonably available to service incidents should they are arise.
-As part of our stringent SLAs Brennan provides for a 24/7 Sydney based Service Operations Centre that will field all out of hours client emergency calls. Desirable : The following Competencies and Experience would be an advantage in this role; - Prior experience within an outsourced service delivery environment - Proven ability to influence key decision makers - Working knowledge of ITSM service delivery concepts

Required Skills : English