Incident Engineer
Licensed sponsor United Kingdom Contract Posted 16 hours ago
Job Description
- Working on Incidents in Service Now and providing epage support 24x7x365
- Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.
- Resolve minimum of three (3) Incidents daily per Agent.
- Meet or exceed the Balance Scorecard and Metrics.
- Adhere to the ISO documents and Knowledge base articles.
- Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.
- Participate in Emergency Operations Center (EOC) bridge to represent service supply chain Operations.
- Monitor epage/email alerts 24x7x365, take needed actions to restore the service supply chain Operations.
- Engage in service supply chain Release Trainings and UAT.
- Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.
- Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.
- Act on Case Audit outcomes to develop and implement approved enhancements.
- Identify and implement process improvements and efficiency gains.
- Arrange for backup Agents during periods of absence.
- Perform additional special assignments or tasks as needed.
- Address the incident from the service supply chain business community with highest quality with in the defined SLA
- Monitor the incoming incident and determine if release related
- Execute the UAT test cases for the release
Manage and communicate the planned and unplanned outages
