Job Description
Hello
Greetings!!!
This is Sakshi from Jconnect INC . Below is the requirement with my client. Please let me know if you are available for this role.
Title: Major Incident Manager Location : Cincinnati, OH Duration: Fulltime JOB DESCRIPTION :
3+ Years Job Description Major Incident Manager Service Desk Management:
• Team Supervision: Lead, mentor, and train a team of service desk agents to maintain high service standards and professional development
• Workforce Management: Schedule staff, manage workloads, and set coverage to ensure constant service availability
• Daily Operations: Oversee the day-to-day functioning of the service desk, ensuring efficient and effective problem resolution.
• Ticket Management: Manage the queue of support tickets, ensuring proper assignment, escalation, and timely resolution within SLAs
• Process Improvement: Develop, refine, and document processes for troubleshooting and problem resolution to improve service efficiency and customer experience.
• Knowledge Base Management: Ensure the accuracy and maintenance of documentation for recurring issues and their resolutions.
• Reporting: Daily, Weekly and Monthly reporting of operational metrics
Major Incident Management:
Managing the incident lifecycle from detection to closure, facilitating cross-functional teams, ensuring timely and clear stakeholder communication, conducting post-incident reviews for continuous improvement, and developing incident management tools and processes
• Orchestrate Response: Lead and facilitate all investigation activities, meetings, and conference calls, ensuring a collaborative approach to resolution.
• Communicate Effectively: Issue all communications to key stakeholders and customers regarding the incident's status and expected resolution.
• Manage Teams: Matrix-manage various technical and operational teams, including external third parties, to develop and execute collaborative action plans with clear roles and deadlines.
• Drive to Resolution: Ensure the incident is resolved quickly, whether through a temporary workaround or a permanent fix.
• Document Progress: Maintain accurate records and logs of the incident, including technical diagrams and contact information.
• 5+ years of experience in Service Desk management or IT MIM support.
If you are interested, please send me your updated resume ASAP with below details : Full Name:
Current Location/Zip:
Contact Number:
E-Mail Id:
Alternate Email Id:
Visa/Work Permit Status:
Current Rate/Salary:
Expected Base Salary:
Notice Period/Availability to Start:
Skype ID:
Willingness to relocate to job location:
Any Relocation Concern (family/house/weather):
Current/Previous Employer Name:
Preferred Interview timings (Specify Time zone):
Any other job opportunity in process & at which stage:
Overall Experience Summary:
LinkedIn URL:
Looking forward for your response.. Thanks and Regards,
Sakshi Tripathi Jconnect Infotech Inc. 168 Barclay Center Ste. 347,
Cherry Hill, NJ 08034
Email:
sakshi@jconnectinc.com LinkedIn ID:
Job Tags
Permanent employment, Full time, Temporary work, Immediate start, Relocation