Responsibilities
Incident Resolution:
• Understand incidents reported by users.
• Analyze the impact, urgency, and severity of each incident.
• Investigate the underlying causes of incidents, identifying patterns and trends (RCA).
• Perform SIT on fixtures implemented by developers.
• Guide users to perform UAT.
• Escalate critical incidents to the appropriate teams and ensure timely resolution based on priority.
• Document incident details, resolutions, and any workarounds.
SR Implementation:
• Collect SR requirements from users or stakeholders.
• Work with development teams to design solutions for SRs, ensuring alignment with business needs.
• Validate SR implementations, ensuring they meet the specified requirements.
• Provide training and guidance to users on new SR features or changes.
• Collaborate with development teams to improve incident management processes and enhance SR workflows.
• Identify opportunities for automation, efficiency, and better user experiences.
Requirements
• Degree / Diploma in Computer Programming or related studies
• At least 3-5 years of relevant experiences in the following:
• Business Model Strategy
• Business Process Analysis Tools
• Business Process Design
Licence no: 12C6060
