Company Name: HCL
Job Title: Specialist
Experience: 3-5 Years
JD – Incident Manager
Identify the Priority of the incident by understanding Business & Service Impact and Urgency.
Establish Technical impact, Service impact and business impact by discussing with Technical Teams and Client Services manager
Confirming the Priority and notifying to client and stakeholder as per the agreed timelines for each Priority and template for notification
Chairing Bridge calls and following proper escalation matrix to avoid any delay in resolution
Publishing regular updates to client and arranging reconvenes to track the progress on the steps or task been discussed and agreed for resolving the issues
Ensure that the Incident Record is updated with all the details and activities throughout the lifecycle of the Incident.
Once the services are restore, changing the ticket status and monitoring for some time to avoid re-occurrence of the issue
Qualification: BE/B.Tech (Hons)
Skill (Primary): Infrastructure Management Services (IMS)-Process-ITIL
At the dawn of the new millennium, a unique company was born: HCL Technologies.
Demonstrating remarkable growth through the recent economic downturn, HCL Technologies emerged as one of the only eight 21st century listed technology companies in the world to cross $1bn in Net Profit, $5bn in Revenue and $15bn in Market Capitalization.
This was possible because we believe that real value lies in the relationship created between customer and provider, which is built on three deeply rooted value systems:
Over the years, we have seen these values manifest in the form of platforms such as the Value Portal, where front line employees have generated and implemented ideas that have unlocked close to $600mn of unforeseen business value for our customers.
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