Skills Batch Operations
Vertical - Insurance
Location Chennai
Exp Level 5+ years
Detailed JD
- Must have experience in CMDBs, Power BI, Tableau
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
- Assign unresolved Incidents to appropriate Tier 2 Support Group
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Keep users informed about their Incidents' status at agreed intervals
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Verify resolution with users and resolve Incidents in ITSM tool
- Escalate Major Incidents to the Incident and/or Problem Manager
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
- Owns all Incidents and Service Requests throughout the lifecycle
