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Incident Controller
Incident Controller
Incident Controller
Date Posted:
2011-06-07
Call Center Company: Rainmaker Asia
Description:
Rainmaker Asia is looking for individuals who are qualified for the position of Incident Controller.
Successfuly applicants for Incident Controller will have a great career in Rainmaker Asia.
Responsibilities:
To act as point of escalation in case of tickets that get bounced between multiple Line 2 groups and there is a concern from Service Desk Analyst/Specialist on to which group does this ticket needs to be assigned to
To act as point of escalation when closure of an incident/request is not being accepted by the user.
To ensure the Incident / Request Management process, procedures and work instructions are adhered to by all relevant parties
To initiate Problem Management processes when necessary.
Represent the Service Desk in meetings and reviews that pertain to Major Incident and interact with Line 2 groups for the incident/problem resolution.
Represent the Service Desk in meetings and reviews that pertain to Change Advisory Board (CAB).
Associated across all the services during GSD operational timings and independent of a service or high-level services.
Manage and control the execution of Incident Management process
Monitor incident queues throughout the day, ensuring all Critical & High incidents are escalated within internally set timescales.
Check Call Volumes and trends throughout the day and take the appropriate remedial action to manage the situation by working closely with Service Desk Supervisor.
Understand and operate escalation procedures – escalate and progress issues as required.
Identify the correct Resolver group for assignment of Incidents in circumstances where Analysts or Specialists are unable to do so.
Where a end-user does not accept Incident closure, accept the Incident record from the Service Desk Agent for further investigation.
Liaise with Resolver groups, to address:
Incidents that are not positively accepted by the Resolver group and require reassigning
Incidents highlighted through alerting methods as requiring attention
Ensure a Problem record is raised and the Problem Management process is initiated if an alternative Resolver cannot be found for an unresolved Incident.
Initiate regular reviews of Incident alerts, and investigate any Incidents highlighted as requiring further attention.
Ensure Incident records are updated to reflect all actions, updates and progress.
Monitor Incident queues to ensure high priority Incidents are being dealt with, and that the queues themselves are being managed effectively.
Utilise the Forward Schedule of Change to ensure resources are available to deal with potential Incidents arising from unsuccessful Changes.
Represent the Service Desk in meetings and reviews as necessary (Major Incident, CAB etc.) along Incident, Request & Transition Manager.
Propose and/or agree operational interfaces - ensure these interfaces are operating efficiently.
Monitor, maintain and ensure compliance to the Incident Management Process.
Continually review the Incident Management process and associated activities for efficiency and effectiveness, and make recommendations for improvement.
Participate in regular reviews to resolve issues / review processes with :
Service Desk Manager
Operations Control Team.
Service Management roles like Service Managers
Service Desk Supervisors
Incident & Request Process Managers
Line 2 & Line 3 shift leads
Line 2 & Line 3 support managers.
Assist in auditing the Incident Management process for compliance to laid-down procedures and standards and ensure that any resulting corrective action is carried out.
Monitor the effectiveness of Incident Management as a whole and make recommendations for improvement.
Requirements:
Candidate must possess at least a Bachelor's/College Degree , any field.
At least 2 year(s) of working experience in the related field is required for this position.
Applicants must be willing to work in Makati City.
Call Center Directory advises to all job seekers to apply as walk-in applicant for Incident Controller job opening of Rainmaker Asia.
You can apply at the following Rainmaker Asia location(s):
Rainmaker Asia Makati
Rainmaker Asia
9th Floor BPI Buendia Center
Gil Puyat Ave., Makati City
Philippines 1200
Tel: 8781542
Rainmaker Asia Recruitment Office
4/f Alphaland Southgate Mall
EDSA Pasong Tamo
Makati City Philippines
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