ITIL Global Incident Management Specialist
HSBC
Total years of experience :13 years, 9 months
Incident Management (IcM) is an IT Service Management (ITSM) process area. As an incident manager the first goal is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
Tasks and roles carried out as an Incident Management Specialist.
• Handling critical incident in the Shift.
• Regular meetings with all the incident management teams in the group for standardizing the incident Management process across the group.
• Identifying the challenges in the team and addressing them.
• Identify process improvement areas.
• Procedures and Documentation.
• Providing training to new joiners
• Providing performance reviews to new joiners and identifying their improvement areas
• Coordinate with IT and Business and bring different technology groups together for problems resolution and service quality improvement.
• Own Incident Management process through the Incident life cycle.
• Facilitate work around solutions; recover systems immediately with minimal business impact.
• Crisis calls for a quicker resolution.
• Creating knowledge database to identify the impact area within minimal time duration.
• Perform trending analysis, process behavior analysis for incidents and identify repetitive incidents and pro actively perform RCA.
• Escalation of the problems occurred to the senior management.
• Problem related report generation and trend analysis.
• Incident/ Problem management process documentation.
• Control Incident time line and discuss with senior management about the resolution timeline.
• Performing Root Cause analysis for problem tickets created and chair meetings to review the RCA provided by technical teams and validate in the RCA database.
• Attend the RCA meeting with the customer and discuss preventative action and corrective action items.
• Updating the problem Management database for reference of Incident Management
• Active participation in HSBC Global Incident Management Community of Interest forum, sharing Ideas and best practices across the group.
• Initiatives for streamlining process and cost saving solutions.
COSMOS STAR CONSULTANTS is one of the pioneering companies that specialize in marketing in UAE. Company provides world-class management advisory services to several facets of enterprises in the Private, Government, Non-Government and Academic Sectors. Web Designing and Web Development are the one of key service offered by COSMOS STAR CONSULTANTS to its clients.
Being an intern in Web Development team, I have been given chance to learn various technologies and develop & deploy the web sites in the live environment. Following are the few of the activities that I performed during my internship.
• Documented the requirements specified by the project team as per the company standards
• Developed graphical components for few of the web sites using Adobe Flash and Dream Weaver
• Documented the Test cases
• Part of the web site production roll out phase