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 appropriate resource team/ member
  • Communicate incident/ request status' accurately, timely and professionally
  • Facilitate the Incident Management escalatino process by engaging the necessary business departments needed for successful and timely resolution
  • Post incident reporting to internal partners and external clients through comprehensive root cause analysis
  • Coordinate scheduled maintenance windows with both internal partners and external clients. Review and confirm post maintenance windows, checklists and tasks that have been successfully completed.
  • Ensure that any required documentation, processes, or procedures 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 outline operational tasks in an effort to streamline support. 
  • Understanding and prior experience preferred with ticketing solutions systems such as: ConnectWise, ServiceNow, Remedy
  • Develop, document, and deploy best in clss incident management processes and procedures
  • Reduce time to resolution for all incident types
  • Ability to work in a team environment and communicate effectively wiht your peer group and other business partners.

Qualifications

Skills Required




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