Job Description (Posting).
Incident manager - Manage major incident bridges from HCL side,
where client and 3rd party vendors are present. Act as a single
point of contact who can liaise between various technical teams and
step in where required to manage the situation. Communicate the
status of the issue and progress towards resolution periodically to
Client and HCL management. Gauge the situation and escalate as
necessary to engage additional resources or management, based on
the client feedback on the bridge - be it technical, communication
or ownership issues. Tactfully manage conflicts and help teams
focus on issue resolution. Record, document and share actions taken
by HCL personnel during a bridge call. Participate in post-incident
analysis by providing inputs on what went well and areas of
improvement. Analyze incident (and requests) data to identify
trends, follow up and help reduce aging incidents, identify process
variance, coach tech team members on defined process. Prepare and
present various reports internally and on client meetings.
Participate in other organizational activities as required
including compliance drives, trainings, audits etc.
Skills required -
Good communication skills - both written and oral.
Confident and self-motivated. Should be willing to take up new
Ability to drive people for results.
Good analytical skills - able to sense the client's mood on the
bridge and make decisions accordingly.
Willing to work on rotational shifts and be available on
weekends for on-call support (as necessary).
High degrees of integrity and ownership.
Be able to work with minimal supervision and handle situations
(1.) To adhere to quality standards, regulatory requirements and
company policies (2.) To provide support for on call escalations
and doing incident & problem management (3.) To independently
resolve tickets & esnure that the agreed SLA of ticket volume and
time are met for the team (4.) To ensure positive customer
experience and CSAT through First Call Resolution and minimum
rejected resolutions / Reopen Cases (5.) Work on value adding
activities such Knowledge base update & management, Training
freshers, coaching analysts & conducting interviews/participation
in hiring drives (6.) To participate or contribute on EN business
in creation of proposals to drive Service improvement plans.