Assistant Manager India Jobs Vacancy in Pwc Mumbai
Pwc Mumbai urgently required following position for Assistant Manager India. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.
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Assistant Manager India Jobs Vacancy in Pwc Mumbai Jobs Details:
Responsibilities Infrastructure / Application Component Activities: Incidents o Communication of critical and high priority incidents o Monitoring of tickets and taking the actions necessary to meet Service targets o Updating of Incident tickets o User Management – communication / escalation o Updating Leadership Team for Restoration of service Application of Incident Management Process Initiation of Problem Process for problems identified by Incident Management Engagement of Knowledge Management for updating articles Initiation of Issue Process for Issues identified by Incident Management Operational Reporting o Contact service desk to create a ticket or follow up on an existing ticket o Respond timely to support analysts when requested o Validate completion of a ticket o Ensures compliance to incident management processes within organization Complete a follow up survey when requested Invoke functional escalation process to engage a support team when required Engage Corporate Incident Management when a major incident is identified Responsible for providing status, managing caller’s expectations by providing current service level Apply first call resolution using knowledge base, indicate article number used, and provide feedback on the article if applicable Identify trends on high call volumes that indicate a potential major incident Engage support teams as required for major incidents Review of customer satisfaction survey responses Operational Activities • Coordination of major incidents (P1/P2) through to resolution. • Organizing Conference calls • Management of action items identified for support teams • Coordinating between ministry contacts and support teams Process Manager Activities • Maintain process documentation • Clarification on Process • Ensures compliance to Incident Management Processes • Perform QA on Trailer Survey • Reporting Section III: Requirements Practical understanding and relevant experience on Incident Management and Change Management Intermediate Certification in ITIL / ISO 20000 ITIL Foundation Mandatory 6-7 years of Experience in Incident and Change Management Experience on Ticketing Tool like BMC Remedy, ServiceNow or HPSM ITSM Process Documentation Education Level: Bachelor and Master’s degrees in Computer Science, Information Systems, Business Administration Experience Level: 6-7 years of IT and business/industry work experience 3-4 years of Incident management experience Reporting Structure: Reporting to ITSM Manager. Other Details: Must possess extensive knowledge and expertise in program/project management, systems development methodology Lead a geographically distributed team Manage and deploy initiatives by influence Develop and deliver presentations, training sessions and demos