sunilkumar J

Incident Manager/ Event manager/ Shift manager في Hewlett Packard

• الهند
• أشغل هذه الوظيفة منذ يوليو 2003

I’m Responsible for:-
• To take ownership of end to end Service Request Management in that Shift
• Accountable for Service Delivery of assigned Shift.
• Incident follow up.
• Act as a SPOC for any escalations during the shift.
• Ensuring appropriate and accurate communication to the customer and implementation of effective solutions to resolve Incidents.
• Proactive anticipation of issues or situations which impact the service availability and critical response time and take the necessary mitigation steps
• Involve in reviews with ASO/Business/GADSC Management Teams
• Ensure proper notifications are sent to the partners/users affected
• Ensure appropriate creation of problem tickets.
• Ensure all Releases are done as scheduled, and proper notifications are sent
• Perform at the start and end of each shift, a handover meeting in which all open, upcoming and unresolved Incidents are discussed and assigned.
• Monitor ticket patterns and trends and discuss with tower managers on ways to reduce tickets
• Ensure SLA Compliance
• Act as SPOC for any escalations in the particular shift
• Cascade communication of planned or unplanned downtime to Partners/Customers. Ensuring every reasonable effort is made to limit the impact to the business
• Ensure Ageing tickets are closed
• Keep management informed, when issues in delivery occur.
• Manage and act as Single Point of Contact for all issues in the shift, this includes any infrastructure or other issues preventing the shift teams or others to deliver to the SLA.
• Plan for emergencies situations (like strikes..) and plan for contingencies
• Monitor the Shift schedule and ensure shift timing adherence.