Role description
Incident Management Support
Grade -3
Bangalore
Activity
Description
Incident Management
Ticket queue monitor in the ticketing system
Ticket acknowledgement with proper assessment
Ticket extended tagging for Proactive Problem Management
Establishing Master & Child relation for similar open issues
Ticket Handshake for the forward Incidents
Timely updates to customer on the progress
Incident (Functional & technical) analysis & fixing of the issue (application or Handling)
Incident Resolution
Problem ticket creation and assigning to problem coordinator for the workaround Incidents.
Updating Project folder with required reports, Documents & Solutions
Abide by Ticket Quality process like updating and maintaining all fields in SMT/Service now ticket during the ticket life cycle. This process will be discussed during the transition phase and documented for future reference.
Skills
incident management,phase transition,ticketing system,incident resolution,problem management,servicenow,queue monitoring,technical analysis,updatable
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
