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Service Management

Job Description          Provide Incident Management Processes and Procedures that will restore service operation as indicated in the Service Levels with minimum disruption to the business and without jeopardizing security, enabling the agreed levels of availability and service quality to be maintained.          Provide an Incident Management Process for assignment of Priority Levels.          Implement and utilize an Incident and Service Request Management Process that is both flexible and facilitates effective communication and coordination across functions.          Utilize an Incident and Service Request Management Process and tool that integrate Problem Management, Configuration Management and Change Management in support of Provider Services.          Provide end-to-end Incident and Service Request management for Services being delivered by Provider.          Communicate the Incident and Service Request Management Process to Provider organization, Client, and each Third Party Vendor involved in the delivery of IT services.          Facilitate and lead information exchange between and among Provider, Client, and Third Party Vendor to facilitate effective end-to-end Incident Management, to include establishing a call bridge.          Develop, document and review with Client, Processes regarding interfaces, interaction and responsibilities across Level 1, Level 2 and Level 3 Support personnel and any other internal or external persons or entities that may either raise an Incident, act on an Incident, or receive an Incident.          Wherever possible, designate end-to-end responsibility and ownership for each Incident or Service Request to a single Provider Service Desk agent, in order to minimize redundant contacts with the Authorized User.          Provide a m echanism for expedited handling of Incidents that are of high business priority to Client based on the assigned Priority Level as per the escalation Processes described in the Procedures Manual. As part of Incident Management and Root Cause Analysis, provide prompt communication to other Support Groups, including thepossible need for use of a test Environment for finalizing Root Cause Analysis and identifying a plan for remediation. Job Function TECHNOLOGY Role Managing Consultant Job Id 135234 Desired Skills Service Management Desired Candidate Profile Qualifications : BACHELOR OF ENGINEERING
Salary Range: NA
Minimum Qualification
5 - 7 years

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