Senior Incident Manager - IT Service Management
Diebold Nixdorf India Pvt Ltd
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Senior Incident Manager - IT Service Management
Diebold Nixdorf India Pvt Ltd
Hyderabad
Not disclosed
Work from Office
Full Time
Min. 4 years
Job Details
Job Description
Senior Incident Manager
Responds to, facilitates and administers ITIL and related service support processes for assigned accounts. Resolves service requests and associated service issues in real time. Proactively monitors open tickets to ensure achievement of contracted service levels. Post processes service requests by documenting individual services / agreements and verifying debriefing information.- Provides Incident & Major Incident Management support for more complex customers / services.
- Serves as a contact point for internal stakeholders in the context of specific services and escalation management.
- Proactively notifies internal stakeholders of potential issues impacting service performance; provides regular status updates as required.
- Coordinates service resolution engagement work across internal, supplier and other parties.
- Manages resolution of ticket-specific service delivery issues.
- Performs root cause analysis of recurring issues and proposes specific 'get well' plans to achieve sustainable resolution.
- Verifies debriefing of calls and collects / records missing information.
- Post processes incorrect or incomplete debriefed calls, informing all stakeholders of remedial actions to prevent similar concerns in future.
- Recommends and supports implementation of service optimization / improvements.
Required Qualifications
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations
Experience Level
Senior LevelJob role
Work location
Hyderabad, Telangana, India
Department
IT & Information Security
Role / Category
IT Security
Employment type
Full Time
Shift
Day Shift
Job requirements
Experience
Min. 4 years
About company
Name
Diebold Nixdorf India Pvt Ltd
Job posted by Diebold Nixdorf India Pvt Ltd
Apply on company website