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Cross Functional Services
Mandaluyong City
Job No. atcp-1083130-s375031
Full-time
Job Description
The Incident Management Practice Owner is responsible for the following:
• Has overall accountability for the Incident Management Practice for a specific area (Delivery Team, Region etc.)
• Reviews Incidents reports with the Incident Coordinator
• Serves as the key IM Practice contact for other Service Management Teams
• Monitors the effectiveness of Incident Management and making recommendations for improvement
• Reviews the vendor performance at a regular interval with Supplier Management and Vendor
The SRM Practice Owner is responsible for the following:
• Has overall accountability for the Service Request management Practice for a specific area (example: Delivery Team, Region, client-facing programs etc.).
• Ensure that the process runs with business focus to provide the required level of attention to business.
• Provide process resources to support fulfilment activities required throughout the RFM Lifecycle.
• Service Request reports review with the Request Coordinator.
• Serve as the key SRM Practice contact for other Service Management Teams.
• Monitor and drive the efficiency and effectiveness of Request Fulfilment and making recommendations for improvement.
• Review the vendor performance at a regular interval with Supplier Management and Vendor.
• Provide input for service delivery reviews both for internal and client reviews.
• Developing and maintaining the Request Models.
• Represent Fulfilment activities in CAB meetings and service delivery reviews.
Qualifications
Overall, the Incident Manager plays a crucial role in maintaining the stability and reliability of systems and services by effectively managing and mitigating the impact of incidents when they occur. They often work closely with other teams such as IT operations, security, customer support, and management to ensure a coordinated and efficient response.
Overall, the Service Request Manager plays a critical role in ensuring that service requests are handled promptly, efficiently, and in accordance with established service levels and customer expectations. They contribute to overall customer satisfaction by facilitating smooth and effective interactions between users or customers and the organization's service delivery teams.
Minimum 2 year(s) of experience is required
