Role: Incident Manager – C2C – Onsite
Location: Phoenix – AZ
Client: Cognizant
Job Description:
Job Description/ Responsibilities
• Handling of Major Incidents process to guide their actions and decisions in resolving the incident as quickly as possible
• Responsible for investigating the incident, identifying its root cause, and implementing the necessary solutions
• Responsible for coordinating all incident response activities, include triaging incidents and determining the severity
• working effectively towards resolving the incident and drive coordination among them, with the goal of resolving the incident at hand
• Handle customer-facing issues, responsible for resolving customer complaints, answering questions, and ensuring customers are informed about the incident and its resolution
• Communicating with customers promptly and empathetically, managing customer expectations, and working closely with other team members to address customer issues
• Coordinate the incident response activities, gather the response team, and set up bridge call for communication and collaboration
• ITIL Incident/Problem Management
• ITSM/ITIL Service Management Domain Skills
Regards,
Karthick Raja – VySystems
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