Incident & Service Request Manager
- HTC Global Services
- 4 - 6 years
- Hyderabad
- 5 months ago
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Job Description
About the Role:
We are seeking an Incident & Service Request Manager with 4 to 6 years of experience in IT Service Management, with a strong focus on Incident Management.
Requirements:
- Experience working in a multi-vendor or SIAM environment is preferred.
- Hands on experience managing high-priority incidents and coordinating across multiple resolver groups.
- Monitor end to end management of Incidents, Service Requests and Service Desk SLAs, escalating any potential or actual breaches to the SIAM governance process.
- Ensure VIP issues outside the scope of delivery teams are coordinated effectively with other resolver groups for expedited resolution.
- Act as the single source of truth for tracking service statuses and managing provider handoffs.
- Escalate issues stuck between Level 1 and Level 2 support to SIAM for faster resolution.
- Lead the operational management of incidents and problems involving multiple service providers, especially when resolution paths are unclear.
- Ensure timely communication and coordination during high-severity incidents.
- Participate in post incident reviews and contribute to continuous service improvement.
- Maintain and update incident management documentation and SOPs.
- Collaborate with cross-functional teams to enhance incident response and resolution processes.
- Monitor and report on incident trends and performance metrics to drive improvements.
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Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Problem ManagementEmployement Type: Full timeContact Details:
Company: HTC Global ServicesLocation(s): Hyderabad
Keyskills: Operations management Service desk ITSM Incident management Management SLAS Monitoring
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HTC Global Services
HTC Global Services (India) Pvt. Ltd.Established in 1990, HTC is a leading global IT Solutions and Business Process Outsourcing (BPO) provider with headquarters in Troy, Michigan. HTC is a mid-sized IT company with over 6000 qualified and experienced professionals. HTC has a strong client base ...
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