Driving the major incident with help of competency; provide incident support for levels (L1, L2)
• Investigate and diagnose incidents; provide solution or work around for incident
• Facilitate resolution to raised incidents or production issues
• Collaborate with concerned teams for problem investigation
• Monitoring and driving for the closure of Incidents as per agreed timelines
• Appropriate prioritization of resources required for resolution based on business need
• Handling first level of escalation from customer.
• Conduct troubleshooting/investigation for issues/problems.
• Coordinate on issues impacting SLA or service availability.
• Escalate the incidents that are not resolved within SLA’s
• Ensure continuous communication & coordination with client
• Acceptance solution or work around
• Review Incident Report
• RCA Submission and discussion with the customer as per agreed timelines
• Prepare and document incident resolution and steps taken to resolve incidents
Job Details
| Date Posted: | 2017-01-11 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Security |
| Company Industry: | Telecommunications |
Preferred Candidate
| Career Level: | Mid Career |
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