basic questions regarding SLA, KPI, KPO, business processes, difference between incident.interactions.service request; exchange of tickets; reports, creation and modifications, purpose of the ILC, working teams communication, towers;
Manage incident lifecycle utilizing the IMPACT Solution
-Run the end to end incident lifecycle report
-Monitor for incidents and service requests out of process and perform analysis or contact workgroup owner/supervisor until resolution
-Track all rootcauses and actions. Where needed invoke the appropriate support to move incidents through the process, enable and coordinate communication between different support teams
-Provide input to review teams for performance improvement eg: drive process and knowledge base updates
-Drive resolution and avoidance of complaints related to incident lifecycle management
-Link with outage, problem and change management
-Analyze open incidents and service requests for matching symptoms and multiple occurrences
-Management communication
-Prepare material for tower lead meeting
-Review performance with account / service desk / supervisor and take action where required