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| Entreprise: |
humanpower |
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| Intitulé: |
ITIL-Version1,2,3Technical Recovery Analyst-Philipines national |
| Secteur Emploi: |
Informatique |
| Localisation de l'emploi: |
Philippines |
| Description: |
For Singapore Banks
Event Management / Major Incident Management – Reactive (50%)
• Monitor all inbound communication / escalation channels for any events that indicate an actual or potential Major Incident:
- Escalation alert displays.
- Service Center workflow queues
- All other channels: telephone hunt group, team mailbox, SMS text messages, etc.
Event Management / Major Incident Management – Proactive (40%)
• Manage all Major Incident Management Service Center workflow queues; i.E. Update, assign, link or close incident tickets, create or update problem tickets, etc.
• Initiate incident RCA activities to ensure that no time is lost between incident recovery and root cause investigation / diagnosis.
Stakeholder Management (10%)
• Handle day-to-day Incident Management correspondence and formal and informal stakeholder requests for Service Recovery support.
• Assist in the production of daily Service Status reports.
Essential
• Incident Management skills; logging, classifying, investigation, diagnosis, co-ordination of repair and recovery activities, etc.
• Proficient in the use of key tools; e.G. Service Center, eSP, Rapide, HP OVO, TSO, MS Sharepoint Portal, etc.
Communications
Detail the extent to which the role demands spoken and written communication, what is being communicated, who the communication is with and the degree of mutual understanding and whether, for instance, the purpose is to sell or negotiate.
Percentage of communications demands (both spoken and written):
Internal (GISD / GRCBT)
50%
External (client areas)
50%
Contact meena 92984284
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| Langues Requises: |
Anglais-Bon |
| Type de Contrat: |
Contrat |
| Salaire Annuel: |
Non spécifié |
| Date d'Affichage: |
2009-08-12 |
| Niveau d'Etudes: |
Non spécifié |
| Années d'Expérience: |
Pas d'expérience |
| Entreprise: |
humanpower |
| Nom: |
humanpower |
| Téléphone: |
65 92984284 |
| Methode de Contact Préférée: |
E-mail |
| Preferred Language of Resume/Application: |
English |
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