Incident Management Support
Grade -3
Bangalore
Essential Functions, Duties & Responsibilities
Activity
Description
Incident Management
Ticket queue monitor in the ticketing system
Ticket acknowledgement with proper assessment
Ticket extended tagging for Proactive Problem Management
Establishing Master & Child relation for similar open issues
Ticket Handshake for the forward Incidents
Timely updates to customer on the progress
Incident (Functional & technical) analysis & fixing of the issue (application or Handling)
Incident Resolution
Problem ticket creation and assigning to problem coordinator for the workaround Incidents.
Updating Project folder with required reports, Documents & Solutions
Abide by Ticket Quality process like updating and maintaining all fields in SMT/Service now ticket during the ticket life cycle. This process will be discussed during the transition phase and documented for future reference.
incident management,phase transition,ticketing system,incident resolution,problem management,servicenow,queue monitoring,technical analysis,updatable
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