PH: (+632) 7796540 | USA: (+1) 303-586-6566 | info@kmc.solutions

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Incident Coordinator

  • Monitor Tickets for SLAs and escalate if in risk of breaching the SLA
  • Evaluate and classify incidents for priority, risk and scope. Assign to the appropriate resource team / member
  • Communicate incident / require status' accurately, timely and professionally.
  • Faciliate the Incident Managmenet escalation process by engaging the necessary business departments needed for successful timely incident resolution.
  • Post Incident reporting to internal partners and external clients through comprehensice RCA
  • Coordinate shceudled maintenance windows with both internal partners and external cleints
  • Review and confirm post maintenance windows, checklists and tasks  that have been successfully completed
  • Ensure that any required documentation, processes, or precedurse are updated in line with departmental policy
  • Perform audits of incidents to ensure compliance with departmental policy
  • Create and/ or facilitate creation of knowledge base articles which ontline operational tasks in an effort to sreamline support
  • Create and/ or faicilitate creation of knowledge base articles, which outline operational tasks in an effort to streamline support
  • Understanidng and prior experience preferred with ticketing solutions systems such as ConnectWise, ServiceNow, Remedy
  • Knowledge of current ITIL framcework practices preferred with an expectation of ITIL v3 2011 certiciation within the first year of employment
  • Develop, docutment and deploy best in class incident management processes and procedures
  • Reduces time to resolve all types of incidents
  • Empower first level support to resolve issues on first call basis
  • Ability to work in a team environment and communicate effectively with your peer group and other business partners

Qualifications

Skills Required




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