It’s fun to work in a company where people truly BELIEVE in what they are doing!
We’re committed to bringing passion and customer focus to the business.
Responsibilities
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Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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Identify the root cause and permanent fix
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Reduces risk – recurrence of incidents
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Reduces volume of incidents and or problems
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Make sure incidents are being assigned correctly to proper group
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Directly works with Service Desk to ensure proper recording of incidents
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Determines if an incident needs to be escalated according to priority and severity of the issue
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Create records with repeatable procedures with a goal of reducing the number of Incidents
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Identify Incidents for review particularly SEV1 incidents and Unknown Outages
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Takes lead in initiating post mortem review after every SEV1 incident
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In-charge of RFO documentation, necessary approvals and its final release
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Conducts Weekly Sev1 review which includes Trend Analysis Reports with regional IT leads and technical team (i.e. network, server, telco)
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Provides monthly reports of Incidents.
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Work with service desk in improving process and make sure documents are up to date
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!