Priti Singh Email and Phone Number

Windows and Vmware Project Engineer

Current Job Role: Information Management SpecialistRoles and Responsibilities:• Create incident, update work log, prioritize and categorize the incident.• Incident Management based on BMC Remedy, Service Centre, Infra and Service Now tickets within agreed SLA.• Follow standard procedures (ITIL) while working on Incident Management tickets as per client requirements.• Ensure tickets are assigned correctly if unable to resolve within the service desk.• Ensure that the… Show more Current Job Role: Information Management SpecialistRoles and Responsibilities:• Create incident, update work log, prioritize and categorize the incident.• Incident Management based on BMC Remedy, Service Centre, Infra and Service Now tickets within agreed SLA.• Follow standard procedures (ITIL) while working on Incident Management tickets as per client requirements.• Ensure tickets are assigned correctly if unable to resolve within the service desk.• Ensure that the Incident record is fully updated prior to Problem Management handover.• Manage and coordinate activities during overall ticket life cycle.• Keep users informed about their Incidents status at agreed intervals.• Responsible for initiating bridge calls for effective coordination, incident resolution, service restoration.• Engage support teams as required for Critical and High priority tickets.• Engage Situation Management when a Major Incident is identified or when client requests escalation.• Reporting to the daily turnover meetings.• Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.• Performing health checkup for servers & weekly schedule reboots (event log checks, performance monitoring and check disk). • Doing the breaks and fix co-ordination with vendor.• Co-ordinate with internal/external teams as an when it is required to resolve the issue. Show less