Greetings from vsoft consulting
Position :Incident Facilitator
Exp. : 1+ yrs
Position :Incident Manager
Exp. :5-7 yrs
Position :Shift Lead
Exp. : 7-9 yrs
Job Location : Hyderabad
Skills:Infrastructure components such as servers , Routers and other Infra devices
1.Incident Management Must timely manage the complete incident life cycle including activities such as Responding
TO Events / Phone Calls / Chats / Emails, Ticket Creation, Ticket Documentation, Priority Determination, Notifications, Closure
2.24×7 Level 1 MoniTOring Support for Infrastructure and Applications using existing TOols
3.Notify the business IT community about the disruption of Services and timely status updates.
4.Facilitate the incident resolution by involving the right support teams based on type of incident and category of issue.
5.Upon issue resolution, notify the business IT community with issue closure notification.
6.Create problem tickets whenever applicable
7.Weekly and monthly reporting on incidents and related KPIs TO the management.
8.Perform Event / Issue Triage (as applicable) apart from executing Outage Co-ordination activities such as escalations, bridge management
9.Notify/update the IT Leadership on the service interruptions/outages as per predefined SOP.
10.Use judgment based on practice and previous experience TO evaluate options under circumstances not covered by procedure.
11.Must understand how the team works with others TO achieve objectives.
12.Lookup Change Tickets / Dashboard during incidents TO identify any relationships
13.Must be fully aware and adhere TO all SOPs related TO Incident Management
14.Must cascade current and recent updates during shift roll overs TO the next shift members
15.Attached are the deliverables by Role (Incident FacilitaTOr, Incident Manager & Shift Lead)
16.Must adhere TO shift timings and maintain desired level of availability during shift hours
17.On-Call rotation for Shift Leads during weekends.
Prasuna| Talent Acquisition
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role:Associate/Senior Associate -(Technical)
Hiring Life Cycle Issue Resolution Incident Management Talent Acquisition Monthly Reports
Desired Candidate Profile:
Please refer to the Job description above
V-Soft Consulting Corporation Private Limited
V-Soft Consulting Corporation is an IT staffing and IT business solutions firm.
We are known for our ability to apply the precision of supply chain management excellence to talent acquisition
and technology services.
Building on a legacy of excellence in IT skills and solutions since 1997.
Founded in 1997, V-Soft quickly became known as a hardworking provider of technically gifted and
highly-driven IT consultants. Today, the company is a rapidly expanding $130 + million firm with a
growing staff of hundreds of skilled and experienced IT consultants who support,
build and execute a wide range of technology staffing and business solutions.
We empower customer service brilliance.
Ã˜ Our culture of excellence begins with client service, loyalty and partnership.
Ã˜ We ensure our clients have complete access to our organization from the executive level down
Ã˜ We hold our entire team accountable for the success of each solution
Ã˜ We empower each person who supports a client to go out of their way to deliver above/ beyond expectations