CRITICAL INCIDENT MANAGER
Posted on :
19-03-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
19-03-2024
Job Description
Req ID : 2643783
- Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
- Use the designated or allotted communication bridge monitoring facilities and oncall schedule from Technology tracks to facilitate immediate attention from all required parties
- Authorize any IVR message updates for Service Desk
- Work with all stakeholders to identify the workaround or resolution for the Incident
- Set expectations of all stakeholders about the timelines and permissions required for the resolution
- Send Periodic updates to the stakeholders (and if required to the customers) through Service Desk until the Incident is resolved
- Initiate Emergency Changes if required mobilize cross functional teams External Vendors and obtain approvals for the mitigation actions from all stakeholders
- Retain the Technical Observation Post (certain adhoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
- Open Problem Tickets as per Problem Management Policy and Procedures
- Document in retrospect the actions taken learning and approvals in the service Management tools
- Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.
Employment Type
Full Time
Company Industry
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
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