Senior Service Desk Specialist (Incident Coordinator) na CDM Smith
CDM Smith · Bangalore, Índia · Onsite
- Senior
- Escritório em Bangalore
Job Description
• Tracking open incidents and identifying any incident that requires increased focus to meet committed service level agreements (SLA’s)
• Escalate to Management per the SLA’s Monitoring with periodic management reports
• Ensure KPI’s are well defined for accuracy and well recorded via dashboards and reports.
• Following the owned by groups to get the incidents back on schedule, reviewing priority assessment and ticket validation
• Liaise with support team and business to gather accurate impact, incident resolution status and recovery action taken
• Identification and Engagement of appropriate support team for investigation, diagnosis and resolution of the incident
• Communication of Priority 1 and 2 incidents with relevant updates to Management with assessment and validation of incidents
• Report on updates with VIP/ELT tickets status to Management
• Review of re-occurring incident trends, high impact and escalated tickets with providing reports to Management
• Identifying and reporting on aged tickets, unassigned tickets, overdue requests and assigning resources.
• Assisting with Major Incident process to restore service and provide updates to relevant teams in the process
• Quality Intake assessments and analysis for improvements
• Proactive reports and task analysis
• Reviewing Feedback data, comments and analysis reports for Management
• Monitoring and reporting on problem tickets, association, ensuring incident records are fully updated prior to handoff to problem management
• Ensuring workarounds, tasks updates and communication of problems before closure of tickets.
• Monitor and reporting on change tickets follow-up and close out.
• Communicate impact of changes in ServiceNow with testing and feedback
• Execute supporting tasks to ensure data is archived for metrics purposes.
• Facilitate continuous improvement of the Incident Management process
• Drive the creation, documentation and improvement of procedures, guidelines, standards and templates.
• Escalate to Management per the SLA’s Monitoring with periodic management reports
• Ensure KPI’s are well defined for accuracy and well recorded via dashboards and reports.
• Following the owned by groups to get the incidents back on schedule, reviewing priority assessment and ticket validation
• Liaise with support team and business to gather accurate impact, incident resolution status and recovery action taken
• Identification and Engagement of appropriate support team for investigation, diagnosis and resolution of the incident
• Communication of Priority 1 and 2 incidents with relevant updates to Management with assessment and validation of incidents
• Report on updates with VIP/ELT tickets status to Management
• Review of re-occurring incident trends, high impact and escalated tickets with providing reports to Management
• Identifying and reporting on aged tickets, unassigned tickets, overdue requests and assigning resources.
• Assisting with Major Incident process to restore service and provide updates to relevant teams in the process
• Quality Intake assessments and analysis for improvements
• Proactive reports and task analysis
• Reviewing Feedback data, comments and analysis reports for Management
• Monitoring and reporting on problem tickets, association, ensuring incident records are fully updated prior to handoff to problem management
• Ensuring workarounds, tasks updates and communication of problems before closure of tickets.
• Monitor and reporting on change tickets follow-up and close out.
• Communicate impact of changes in ServiceNow with testing and feedback
• Execute supporting tasks to ensure data is archived for metrics purposes.
• Facilitate continuous improvement of the Incident Management process
• Drive the creation, documentation and improvement of procedures, guidelines, standards and templates.
Group
COR
Employment Type
Regular
Minimum Qualifications
High School diploma or equivalent. 6 years of related experience. Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands.
Preferred Qualifications
Preferred Qualifications:
• ServiceNow or ITIL experience is a plus
• ServiceNow or ITIL experience is a plus
Job Site Location
India - Bangalore
Amount of Travel Required
0%
Assignment Category
Fulltime-Regular
Background Check and Drug Testing Information
CDM Smith reserves the right to require background checks including criminal, employment, education, licensure, etc. as well as credit and motor vehicle when applicable for certain positions. In addition, CDM Smith may conduct drug testing for designated positions. Background checks are conducted after an offer of employment has been made in the United States. The timing of when background checks will be conducted on candidates for positions outside the United States will vary based on country statutory law but in no case, will the background check precede an interview. CDM Smith will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate. In addition, during employment individuals may be required by CDM Smith or a CDM Smith client to successfully complete additional background checks, including motor vehicle record as well as drug testing.
