Incident Manager

votre rôle

Overview of Roles and Main Tasks on an IM:

• Perform Quality Assurance to help meet Agreed KPI/SLAs and Process for the customer. (KPI/SLAs vary as per customer

           Daily brief with the team to check backlog, ageing tickets, or potential escalations.

• Weekly or Monthly reporting (as per customer contract) to stakeholders such as CSM or Customer.
• Weekly or Monthly interlock (as per customer contract) with stakeholders such as CSM or Customer to share and present KPIs or any other related issues.
• Ensure all process pertaining to daily operations of the customer incidents are clear and
• Available to the team.
• Should there the need to clarify certain grey areas within the existing Process; IM should
• Work alongside CMS, Contract Manager and Operations Manager to make necessary Amendments and ensure the team is aware of the documented changes.
• Make sure the right procedures are followed by all members of the team.
• Collaborate with N2/tech Ref to initiate and develop the diagnostic and resolution trees/procedures for technicians.

• -Ensure prompt acknowledgment of request(s) received via ticketing tools, mails, internal tools such as TEAMs are done.
  -Defines & control the rules, activities & efficiency of queue managers including the quality of the communication with Customers.
• Receiving Service Delivery Requests, complaints. Etc & launch necessary remediation actions accordingly
  
  
• Where the volume is minimum; IMs will participate in interlocks pertaining to Problem Management. Proper Documentations of the evolution of the problem tickets need to done and shared with stakeholders.
• Unless on planned leaves/or sick leave – IMs should be available (via phone/or any office tools) if needed by the technicians.
• IMs should take the lead during escalations and Crisis (during major Incidents with high impact on the business) and ensure all chronological actions and blocking points are documented. Blocking points to be escalated to responsible team.
• Crisis/escalation due to Major Incidents with high impact on the business can extend over usual business working hours or even during weekends – IMs are likely to be called to lead.
• Collaborate with Operations Manager to prepare the global improvement plans and reports about the overall Continual Improvement activity for team.

Reporting:
-Delivery of Reports to identify Backlog tickets  to ensure our efficiency and customer satisfaction.
-Delivery of KPIs Reports done for the GTR based on Priorities: P1/P2/P3 tickets (or as required by CSM/or Customer)
-Ensure RCA/RFOs are delivered in a timely manner.
-Assess, prioritize, respond and report on time for expedite requests