Incident Manager
TP Systems · Mohali · onsite · Posted 44d ago
About a minute. You'll make an account on the way through.
About this role
Key Responsibilities: ·
Incident Management: Manage incidents end-to-end, impacting the contact center's operations, processes, and services ·
Preventive Measures: Recommend preventive measures to minimize the risk of future incidents ·
Coordinate actions to mitigate the incident's impact and prevent recurrence ·
Communication: Ensure timely and accurate communication with stakeholders, including employees and management ·
Documentation: Maintain detailed records of incidents, actions taken, and lessons learned in a timely manner ·
Analysis: Analyze patterns and trends to identify policy, procedure, or internal control failures · Effectiveness
Measurement: Measure the effectiveness of compensatory controls ·
Follow-up: Monitor and report the status of issues and agreed actions identified during engagement work, reporting monthly status on issues ·
Automation: Knowledge of transformation tools and RPA (Robotics Process Automation) is preferable ·
Technical Skills: Proficiency in Excel, PowerPoint and Playbook Information
Security: · Adhere to the Teleperformance Code of Conduct, email usage policy, and customer information and data security policy. Comply with the Non-Disclosure Agreement.
Skill Sets:
Risk Management Practices/BPO Expertise/Internal Audit: Knowledge in these areas to effectively manage and mitigate risks · Planning and Organizational
Skills:
. Strong ability to plan and organize tasks and projects efficiently.
· Communication Skills: Excellent verbal and written communication skills
· Inquisitive and Observant: A keen eye for detail and a curious mindset to identify and address potential issues ·
Attention to Detail: Meticulous attention to detail to ensure accuracy and thoroughness in all tasks · Adaptability: Ability to adapt and perform well in a pressurized working environment · Willingness to Travel: Flexibility to travel as required.
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