Unisys is hiring For Incident Lifecycle Management (ILCM)
Unisys · Hyderabad · onsite · Posted 43d ago
About a minute. You'll make an account on the way through.
About this role
- Key Responsibilities
- Manage the end-to-end life cycle of an incident or request by maintaining seamless ownership, ensuring effective handoffs between teams and monitoring aging and in SLA performance in order to meet customer expectations and established Service Levels.
- Reduce backlog of long running tickets
- Drive the end-to-end support organization to adhere to agreed service levels for incident resolution
- Identify and collaborate with teams/resolver groups which carry ticket backlogs
- Provide an escalation mechanism for structural misses of SLAs.
- Daily governance on open ticket management
- Key Qualifications
Experience & knowledge of ITIL Framework Min 4 years in Service Industry with experience driving quality in at least one of the following areas: Service Desk, Service Delivery Management, Enterprise computing or Program management Complete understanding and application of IT Infrastructure support and industry best practices.
Core Competencies:
Excellent Analytical skills Effective Customer Communication Experience in SLA based environment. Exposure to ITIL based work environment. Additional knowledge of MS SQL, MS Access, Minitab, and any other Analytical tools would be beneficial Advance MS Excel skills Understanding of service desk environment and its day-to-day operations Ability to document SOPs/Technical documents An inclination to be innovative & resourceful with the ability to seek alternatives & make quick decisions Good interpersonal and Presentation Skills
Sourced from naukri
Skills
About Unisys
Unisys
Blue Bell
US
About
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Industries