What are the responsibilities and job description for the Incident Manager position at KWS Pvt. Ltd?
Position: Incident Manager
Location: Cincinnati, OH
Mode Of Hire: Contract
Mode Of work: Onsite
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
- Assign unresolved Incidents to appropriate Tier 2 Support Group
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Keep users informed about their Incidents’ status at agreed intervals
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Verify resolution with users and resolve Incidents in ITSM tool
- Escalate Major Incidents to the Incident and/or Problem Manager
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
- Owns all Incidents and Service Requests throughout the lifecycle
Job Type: Contract
Pay: From $40.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
Experience:
- Incident management: 5 years (Required)
- ITSM: 3 years (Required)
Location:
- Cincinnati, OH 45202 (Required)
Work Location: In person
Salary : $40
