ITIL incident management (IM) is the practice of restoring services as quickly as possible after an incident. And it’s a main component of ITIL service support.

ITIL incident management is a reactive process. You can use IM to diagnose and escalate procedures to restore service. So, it’s not a proactive measure.

Common ITIL incident management activities include:

Detecting and recording incident details

Matching incidents against known problems

Resolving incidents as quickly as possible

Prioritizing incidents in terms of impact and urgency

Escalating incidents to other teams to ensure timely resolution

Tasks will include:

 Co-ordination of major incidents during shift

 Detailing of shift take-on and hand-over duties

 Delivery of assigned tasks to agreed quality on shift period

 Respond to customer queries over email/phone

General

 Ticket Handling and Escalations: Ensure tickets closure within SLA, Timely

acknowledgment, assignment & Queue management of tickets to the team, Helping

the team in technical issues, Identify and handle all internal and external

escalations on time, Ensure timely escalation to appropriate next levels

 Mailbox Management: Ensure all mails are responded timely and appropriately

 Reporting: Prepare timely reports for the client, Prepare RCA’s as applicable

 Training and Knowledge Base: Identify gaps in technical skills and plan trainings

for the team. Ensure knowledge base articles are prepared regularly

 Documentation: Ensure proper documentation of technical changes in present

architecture

 Customer Interaction: Status updates, Bridge call

 Action item tracker: All action items identified from Mails, meetings to be tracked

followed up and closed. Control Tracker with the latest updates on these actions to

be updated on Share point

 Governance Meetings: Prepare Monthly, Weekly, half yearly Governance reports

to the customer and participate in the call. Identify Action Items and drive them to

closure

Problem Management: Ensure RCA is shared within specified time post internal

review

Major Incident Management:

To Drive bridge and ensure all relevant participants are available

Escalate to appropriate stake holders (Resolver group, Internal operations and

customer) as appropriate

Involve vendors whenever required to drive resolution

MIR to be shared as per agreed timelines

Docket notification to be shared at regular interval with relevant updates

Change Management: Ensure changes are approved by Internal CAB and

customer. Changes are implemented as per the CRF.

 Maintenance of service documentation

 Execution of defined procedures, and improvement where procedures are weak

 Reporting

o Daily Status updates every 6 hours

o Shift handover during EOS

o Ensure all daily reports (Health checks, DB Health checks) are shared at agreed

timelines

o Weekly reports (SLR, AV compliance reports are shared)

o License file with details of license renewal to be updated regularly

o SIPs to be identified, implemented, Tracked and drive to closure

o Contribute to other management reporting as directed by the manager

Good technical knowledge on the broad area of Systems:

• Broad technical knowledge of server systems, hardware, networks, Backup and

management of systems

• Broad knowledge in the application and use of management tools

• Knowledge of other current and emerging server technologies such as

virtualization, and consolidation strategies

• Proven experience & understanding of IT Systems Administration

• Knowledge in Incident Management, Problem Management and Change Management

For further details:

Contact:

Rajath – 9035038000


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