Incident Coordinator L2

Wipro; Mumbai; Presencial; INR 500.000 - 700.000; Jornada completa

Descripción de la vacante

Wipro in Mumbai is seeking an IT incident management specialist to ensure incident resolution within defined SLAs and to support the Incident Management Lead with SLA reporting. You will track backlog, pending, and re-opened incidents and push for timely closures.

You will coordinate with event monitoring teams for alert-based incident creation and collaborate with SD teams, customers, end users, resolution teams, vendors, and CIS Delivery management to keep stakeholders informed during

Formación

• Experience: 3-5 years in a similar role.
• Knowledge of ITSM tools Remedy/ServiceNow/HPSM.
• ITIL V3 Foundation certification.
• Minimum overall 5 year IT service experience.

Responsabilidades

• Ensure incident resolution within the Response and Resolution SLAs.
• Support the Incident Management Lead and prepare SLA reports for incidents.
• Track backlog, pending, re-opened incidents and drive closure.
• Coordinate with Event monitoring teams for alert-based incident creation.
• Collaborate with SD Team, customers, end users, technical resolution team, vendors, and CIS Delivery management; ensure on-time communication during escalations.

Conocimientos

ITIL Incident Mgmt.

Analytical skills

Communication skills

Reporting skills

Presentation skills

Herramientas

Remedy

ServiceNow

HPSM

Descripción del empleo

Job Description

Job description:

Job Description

• Ensure the Incident resolution within the Response and Resolution SLAs
• Support the Incident Management Lead as needed and prepare the SLA Reports for Incidents
• Track the Backlog, pending, re-opened incidents and work for their closure asap.
• Coordinate with the Event monitoring teams and ensure creation of the alert-based incident creation
• Collaborate with the key stakeholders (SD Team, Customers, End users, Technical resolution team, Vendors, and CIS Delivery management team) during the incident resolution and Incident escalations and Ensure communication update is done on-time

Key Skills and Competencies

• Shall have Knowledge of the ITSM Tool; Remedy or ServiceNow or HPSM
• Shall have 3-5 years of experience in a similar role
• A minimum overall 5 year IT service experience
• Should have ITIL V3 Foundation certification
• Good analytical, communication, presentation and reporting skills

Mandatory Skills: ITIL Incident Mgmt.

Experience: 1-3 Years.

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