Job Description
Direct Responsibilities
Incident, Change, problem management as per the SLAs and as defined in the procedures
Logging all relevant Change/incident/Problem/service request details, allocating categorization and prioritization codes
Providing first-line investigation and diagnosis
Resolving Change/incident/Problem//service requests when first contacted whenever possible
Escalating Change/incident/Problem//service requests that they cannot resolve within agreed timescales
Keeping users informed of progress
Closing all resolved Change/incident/Problem/, requests and other calls
Conducting customer/user satisfaction call-backs/surveys as agreed
Communication with users keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
Driving Problem management process to ensure recurring issues and critical incident root cause is correctly identified and track till closure
Participation in GCP, IG, regulatory audits related to ITSM
Configuration of the ITSM tool to ensure the attributes as documented in the procedures are well captured in the tool.
Drive CAB meetings
Ensure yearly change freeze process
Contributing Responsibilities
Coordination across teams to communicate on the incident / problem progress
Conducting trainings of IT staff for ITSM processes
Capacity Management
Audit Project Delivery
Technical & Behavioural Competencies
Good understanding of ITIL processed with excellent work experience on ITSM processes
Excellent communication and coordination skills
Specific Qualifications (if Required)
ITSM Management
Working Knowledge of Broking industry
Service Now Tool / ManageEngine
Excel, Windows
Presentation
