Incident Manager

Updated: March 29, 2024 04:15 AM GMT

Mphasis

Crewe

Role: Incident Management Service

Location: Crewe

Technical Skill: -

· Incident management facilitating timely resolution of customer IT issues within agreed SLA targets including escalation, communication, and coordination with internal and external parties.

· Developing and documenting Incident processes and protocols.

· Uses 8D methodology to investigate and resolve incidents. Produces regular Incident summary reports for purposes of communication.

· Availability Management - ensure that services and underlying infrastructure are available in alignment with both business need and contractual obligations of suppliers. Communicate service status / issues to connected car service stakeholders.

· Development of a knowledge base for internal and external support teams which increases FTF (First Time Fix) rate of Customer issues and implementation of process improvements from lessons learnt

· Prior experience of Incident and other ITSM processes

· Strong knowledge on Service Now... More Detail