id: MTAwMDAwMDAxNTYyMTE1NSA0MQ

reference: 1000000015621155

documentId: 1000000015621155

connectionPointId: 41

lastModificationDate: 1559025161000

Názov práce: Vývojári softvéru

Popis práce:
The Incident and Problem Management Analyst is responsible for supporting ITIL aligned Incident and Problem Management processes and procedures. One of the major responsibility of the role is to manage the Critical Incidents and ensures downtime to Plant Floor Operations due to IT, is as minimal as possible.

    Manage the flow of day-to-day operations from Incident Management (IM), Major Incident Management (MIM) and Problem Management (PM) perspective
    Taking lead role during major/critical problems and steer issue resolution. Act as communication hub and setup and moderate conference calls with business and MIM to address issues escalations    
    Invoke crisis management process and follow-up on issues root cause resolution with corrective / preventive measures.
    Manage Critical and High Incidents and ensures downtime to Plant Floor due to an IT is as minimal as possible
    Raise early warning indicator to alert supervisor from incident/ major incident management perspective
    Liaise with appropriate stakeholders to resolve issues related to IT Infrastructure and Application and finally liaise with the respective technical teams to identify the Root Cause (RCA) of the Major Incident
    Handle Client escalation/s related to Incident (IM), Major Incident Management (MIM) and Problem Management (PM) processes and procedures
    Manage IM and PM processes performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), report progress regularly and implement recovery plans to address non-achievement of targets
    Track and review various IM, MIM and PM reports including Ageing analysis, ticket hoping analysis, Neglected incident/ problem analysis, various management reports etc.
    Conduct/ facilitate Incident, Major Incident and Problem management processes training for all IT team members in Slovakia
    Share feedback from client to other relevant delivery team/ stakeholders related to IM, MIM and PM processes/ changes
    Work closely with other ITIL process Team Leads for improvement in services provided to JLR. i.e Change management, CMDB etc.
    Triaging of issues and timely resolution with cross functional teams for timely resolution
    Interaction with client (IT & Business users) on issues
    Conduct impact assessment (IA) on changes introduced to the Solution and determine Impact and regression scope
    Stakeholder management, share regular updates and assist in preparing operational reports
    Adhere to shift rotation plan and Operating model  
    Should be able to experience to manage SAP first line support team of approx. 10-15 resources (Onsite and Offshore)

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C2512

abstractJV_contact_0:
careers.slovakia (at) tcs.com, careers.slovakia (at) tcs.com

requiredEducationLevelCode: 7

positionTypeCode: temporary

Minimálny plat: 1800

Maximálna plat: 0

salary_payingIntervalCode: Month

Meno zamestnanca:
Tata Consultancy Services Limited - organizačná zložka

employer_website: https://www.tcs.com/

source: ISSZ