SeniorAdministrator - Critical Incident Management
HCLTech · Noida
PayPay not listed
WhereNoidaUttar Pradesh
TypeFull time
Posted28 Sep12 days ago, via SimplyHired
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No fee, deposit or pay-to-apply signs
No vehicle or licence needed
Skills they list47 named
Asset managementTechnical troubleshootingSolution developmentKnowledge managementGroup training session facilitationCustomer communicationSoftware engineeringITIL CertificationBMC RemedyToolingCrisis managementCoachingMentoring junior staffAutomation softwareIT service managementClient communicationTicketing softwareEscalation managementOperationsInformation security complianceAchieving service-level targetsSLA adherenceIncident reporting softwareClient servicesCrisis incident responseQuality compliance managementCustomer support ticket managementMentoringInstructor-led trainingHelp desk systemsSoftware developmentTechnical writingService level managementServiceNowProblem identificationProblem managementClient communication skillsImplementation of security compliance measuresRisk & issue managementEscalation handlingInternal team coordination for issue resolutionCommunication skillsIncident management responsibilitiesService level agreement managementSoftware maintenanceFailure analysisSystem issue identification
About this job
SeniorAdministrator - Critical Incident Management
Gautam Buddha Nagar, Uttar Pradesh
Job Summary
The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.
Key Responsibilities
- Provide Advanced Technical Support For Critical Incidents By Applying Itil Methodologies And Conducting Thorough Root Cause Analysis To Resolve Technical And Security Issues Effectively.
- Collaborate With Analysts To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas While Maintaining High Standards Of Service Quality.
- Manage And Update The Knowledge Base By Documenting Solutions And Best Practices, Facilitating Training Sessions For New Team Members, And Coaching Analysts On Effective Incident Resolution Techniques.
- Implement Proactive Measures To Enhance Operational Security And Mitigate Risks By Coordinating With Various Support Teams And Ensuring Compliance With Quality Standards And Regulatory Requirements.
- Drive Positive Customer Experiences By Achieving First Call Resolution Targets, Minimizing Rejected Resolutions And Case Reopenings, And Ensuring A High Level Of Customer Satisfaction Through Effective Communication And Support.
Skill Requirements
- Strong Proficiency In Critical Incident Management And Itil Frameworks.
- In-Depth Knowledge Of Snow Administration, Bmc Remedy, Ca Service Desk, And Avanti Tools.
- Excellent Problem-Solving Skills And The Ability To Analyze Complex Technical Issues.
- Solid Understanding Of Service Quality Standards And Operational Best Practices.
Other Requirements
- Itil Foundation Certification Is Recommended But Not Mandatory.
- Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable
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