Incident Management Shift Lead

Description and Requirements

This job requires a 6 days work week and rotational shifts

Job Responsibilities:

•Monitoring service performance as per KPI and SLA

• Incident and Problem Management with Root Cause Analysis documentation

• Create SOPs and confluence document of required process/procedure for reference purpose

• Arrange KTs and Training sessions as per requirements to improve performance to achieve customer satisfaction

• Ensure that specific and measurable targets are developed for all IT services

• Monitor and improve customer satisfaction with the quality of service delivered

• Monitor service performance against SLAs

• Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered

• Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so