Incident Lifecycle Coordinator

Job description

·  Job Description:

Incident Lifecycle Coordinator

Profile :

·  Graduate of any Bachelor’s / equivalent degree or with at least 2 years relevant working experience
·  Worked with a team and act as a good team player
·  Led or performed primary support role for small to large customers, with one or more service or technology area
·  1-2 years’ experience in IT management and high availability concepts and 24/7 Operations Management
·  May have experience in providing support to customers using incident, request, problems and change management
·  Acts with Urgency and response well to issues

Responsibilities:

Manage Incident Lifecycle utilizing the Impact Solution.

Create, Validate and communicate the incident lifecycle report. Download raw data from the case tool or gather from reporting tools or shared mailboxes as required. 

·  Monitor for incidents and service requests out of process and perform analysis.
·  Contact workgroup owner/supervisor. Lead meeting to find and track root causes and actions.
·  Follow up where needed, this might include daily email notifications. Track all actions, escalate as appropriate. Where needed invoke the appropriate support to move incident through the process or quarantine them, enable and coordinate communication between different support teams.
·  Act as APL/IM for accounts with GSD-FLS
·  Where needed manage misroutes, analyze, drive to fix root causes for misroutes.’
·  Where needed drive resolution and avoidance of complaints related to incident lifecycle management.
·  Where needed act as APL/Incident Manager for the account.

Link with outage, problem and change management

·  Where needed analyze open incidents for matching symptoms and multiple occurrences
·  Being responsive to clients whilst following the principles and procedures of the integrated management system
·  Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit

Management Communication

·  Prepare material for weekly tower lead meeting
·  Review performance with account/service management/ supervisor and take action where required
·  Lead weekly performance review meeting with GSD team

Manage Sharepoint, maintain workgroup mapping and contact matrix

·  Train new incident lifecycle coordinator if required