Ops Specialist: Incident Management

Business unit, Department, Reporting

Core Description

To coordinate calls between different resolver groups to assist in reducing aged calls, SLA breaches and call hops.  Address client escalations and feedback on calls as needed.   Providing over all Incident Management function to the client.

Key Deliverables / Primary Functions

• Coordinate between resolver groups including Client and Vendor support groups, within the Service Level Agreement.
• Respond to Client queries in accordance with the SLA.
• P1 and P2 Coordination, ensuring calls are coordinated to the correct resolver and all stakeholders are kept up to date.
• Review call quality, review if calls are correctly logged, prioritized and classified, address any dedication with Service Desk and Quality Management.  
• Assist with any Incident Management Tasks that might be required as part of SLA deliverables.
• Assist with any escalations and tasks assigned from Management.

• Attend Meetings and Assist with reports with regards to Incident Management.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

3 Years experience in IT support and IT Incident Management

Or

5 Years experience in IT support and IT Incident Management

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition

Workplace / Physical Requirements