Job Description

SIAM IM Expected: ITIL Certified, Helix ITSM tool hands on and Good to Have Telecom Industry Experience. Sanity checks on overall INCs across the program to make sure IM process is being adhered. Incidents are being taken care/updated/resolution details updated on timely basis. Provide leadership and direction during incidents, maintaining an overall incident perspective and ensure the Incident Management processes are followed. Deliver results and achieve SLA/KPI performance by focusing on effective cross functional team working Coordinate/facilitate the communication process as well as the escalation process during the course of a high priority incident. Proactively monitor incident resolution, analyse and highlight trends and root causes to the Service Desk Manager/Problem Manager and/or relevant support teams. Produce clearly written post incident documentation within the agreed timescales, assisting with Problem Management initiated review sessions where possible. Compile and publish weekly / monthly operational reports detailing high profile outages. Contribute to Continuous Service Improvement in Incident management process, Problem management and Change management process through incident analysis Govern and Audit Incident management process on monthly basis and report on gaps/issues. Come up with mitigation plan to address these gaps. Assist the queue managers with the correct rerouting of the misrouted tickets. Ensure partner organizations are aware of current incident process and adhere to it. Act as Escalation point for Service Delivery Managers and Service Provider Incident Managers Contact Service Delivery Manager to discuss details of the rejected Escalation Monitor service levels of Incident management function Validate use of Knowledge Base on Escalations Owner of the Incident Management process.