Incident Lifecycle Management (ILCM)

Unisys; Bengaluru; On-site; INR 5,00,000 - 7,00,000; Full time

Job summary

A global IT services company is seeking candidates for a role focused on managing incident life cycles and reducing backlog of service requests. The successful applicant should have experience in ITIL Framework, 2-4 years in the service industry, and strong analytical and communication skills. Candidates will be involved in driving adherence to service levels and ensuring effective support operations.

Qualifications

• Experience & knowledge of ITIL Framework.
• Min 2-4 years in Service Industry with experience in Service Desk, Service Delivery Management, or Program management.
• Understanding and application of IT Infrastructure support and industry best practices.

Responsibilities

• Manage the end-to-end life cycle of an incident or request.
• Reduce backlog of long running tickets.
• Drive the support organization to adhere to service levels for incident resolution.

Skills

Excellent Analytical skills

Effective Customer Communication

Experience in SLA based environment

Advance MS Excel skills

Good interpersonal and Presentation Skills

Tools

MS SQL

MS Access

Minitab

Analytical tools

Job description

What success looks like in this role:

Role Purpose:

• Reduce long running backlog tickets for Incidents & Service requests
• Follow up to reduce long running tickets for Incidents & Service requests aging
• Trend analysis to provide visibility to Ticket SLA and MTTR status by resolver/ geography / Business Unit and other relevant segmentation factors.

Key Responsibilities/Outcomes:

• Manage the end-to-end life cycle of an incident or request by maintaining seamless ownership, ensuring effective handoffs between teams and monitoring aging and in SLA performance in order to meet customer expectations and established Service Levels.
• Reduce backlog of long running tickets
• Drive the end-to-end support organization to adhere to agreed service levels for incident resolution
• Identify and collaborate with teams/resolver groups which carry ticket backlogs
• Provide an escalation mechanism for structural misses of SLAs.
• Daily governance on open ticket management

You will be successful in this role if you have:

Key Qualifications:

• Experience & knowledge of ITIL Framework
• Min 2-4 years in Service Industry with experience driving quality in at least one of the following areas: Service Desk, Service Delivery Management, Enterprise computing or Program management
• Complete understanding and application of IT Infrastructure support and industry best practices.

Core Competencies:

• Excellent Analytical skills
• Effective Customer Communication
• Experience in SLA based environment.
• Exposure to ITIL based work environment.
• Additional knowledge of MS SQL, MS Access, Minitab, and any other Analytical tools would be beneficial
• Advance MS Excel skills
• Understanding of service desk environment and its day-to-day operations
• Ability to document SOPs/Technical documents
• An inclination to be innovative & resourceful with the ability to seek alternatives & make quick decisions
• Good interpersonal and Presentation Skills

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.