Job description:

Incident manager Manage major incident bridges from HCL side, where client and 3rd party vendors are present. Act as a single point of contact who can liaise between various technical teams and step in where required to manage the situation. Communicate the status of the issue and progress towards resolution periodically to Client and HCL management. Gauge the situation and escalate as necessary to engage additional resources or management, based on the client feedback on the bridge be it technical, communication or ownership issues. Tactfully manage conflicts and help teams focus on issue resolution. Record, document and share actions taken by HCL personnel during a bridge call. Participate in post-incident analysis by providing inputs on what went well and areas of improvement. Analyze incident (and requests) data to identify trends, follow up and help reduce aging incidents, identify process variance, coach tech team members on defined process. Prepare and present various reports internally and on client meetings. Participate in other organizational activities as required including compliance drives, trainings, audits etc.

Skills required

Good communication skills both written and oral.
Confident and self-motivated. Should be willing to take up new challenges.
Ability to drive people for results.
Good analytical skills able to sense the client s mood on the bridge and make decisions accordingly.
Willing to work on rotational shifts and be available on weekends for on-call support (as necessary).
High degrees of integrity and ownership.
Be able to work with minimal supervision and handle situations with maturity.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.