Incident Lifecycle Coordinator
1 week ago
Summary:
The mission of Incident Lifecycle Co-Ordinator is to manage the Lifecycle of all requests and Incidents. This will allow DXC to provide End to End ownership for all requests and ensure those requests adhere to established Service Level Agreements (SLA). Provide a single point of ownership for End-Users, DXC Partners and Third-Party Vendors.
Own end-to-end management for all requests and incidents and facilitate the restoration of normal operational service with minimal business impact to the Client within agreed service levels and business priorities in the most effective manner possible. Increase first time fix rate (first contact resolution) for all client-initiated requests by effectively using the DXC ITIL Service Management processes. Reduce average incident age (aging of requests) Reduce occurrence of incidents through recognition of trends and proactive triggering of Problem Management and service improvement efforts. Follow up on time to SLA to Improve Customer service, perception, and satisfaction.
Profile:
Should have experience of minimum 2 years Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution Capable of being self-managed Team player Excellent customer service, telephone, oral and written skills Good communications skills are essential Good time management Excellent understanding of Service Desk processes and proceduresResponsibilities & Activities:
Monitor the call-tracking tool queue and take necessary action for tickets that are (Unassigned, Reaching SLA threshold, Being bounced between Resolution Groups, Inactive or untouched for more than 1 day)Assess all incidents in SD queue and take appropriate actionMonitor and report on outagesMonitor daily case SLA and escalate SD management any issues preventing the desk from meeting its monthly SLA’sLiaise with external Resolution Groups and the Customer to drive improvements, speedy resolution of high priority tickets and adherence to SLAsMaintain an in-depth knowledge of all Service Desk processesAnalyze open incidents for matching symptoms and multiple or repeat occurrencesEnsure the status, progress, and history of the ticket is accurateInvokes the appropriate support to move a ticket through the processProduce and analyses Queue monitoring reports and take appropriate actionsPresent a positive, effective and flexible contribution to achieving team targets and objectivesComply with/complete desk specific or ad hoc tasksAttend meetings/calls with Customer (if required)Protect confidential and sensitive information and materialsCollaborate with other team members to provide high quality supportEnsure constant self-development by utilizing day to day work, web based training, and any other available resourcesDemonstrate full understanding of SLAs and the Customer’s business objectives and prioritiesBe available for work at the scheduled shift start timeCorrectly adhere to the shift plan and take agreed breaks as per proceduresCorrect use of phone codes and a responsible approach to these at all timesAdhere to the telephone login proceduresAnswer calls when requiredAdhere to all DXC Policies & Procedures – Including Security and SOBCCore Competency:
Excellent proficiency in English (written and oral) Good written and oral knowledge of another European language is desirable Analytical trouble shooting skills Committed to self-development and the subsequent development of others. Relevant Third Level Qualification or equivalent Minimum 6 months call center experienceEthics and Compliance:
Standard of Business Conduct (SOBC) - DXC rules of business ethics concern honesty, courtesy and fairness in dealing with customers, suppliers, competitors etc. You are to avoid any activities which might reflect unfavorably on yourself or the good name of DXC. Records Management - It is compulsory to maintain confidentiality in respect of all DXC’s confidential information. This includes support processes, technical information, specification, personnel and financial records etc. Global Security - DXC is committed to conducting its business in a manner that ensures the security of our workforce, our workplaces and the protection of our assets. While the company is doing its best to provide a clean, healthy, secure and safe environment to work in, as staff, you are expected to co-operate by observing and must adhere to DXC Security Policies at all time. IT Security – IT Security protects brand, reputation, IT infrastructure and digital information, enabling DXC to conduct business securely. Ensure that you are always complying with DXC Information Security Policy.Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC
As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;
• Extensive resources to support your onboarding and continual development including DXC University
• DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition
• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC
• More time to do the things you love with flexible leave options, including purchased leave
• Take time to give back with charitable and emergency services volunteer days
• Well-being matters to us and our Employee Assistance Program is there to support you and your family
-
Incident Response
1 month ago
Singapur, Singapore Crypto.com Full timeThe Cybersecurity and Data Privacy team reports directly under the office of the CISO headed by Chief Information Security Officer (CISO) Jason Lau () who has over 23+ years of experience in the cybersecurity space, awarded Global Top 100 CISO, and also serves on the World Economic Forum, International Association of Privacy Professionals and more. The team...
-
Incident & Problem Manager
1 month ago
Singapur, Singapore IHiS Full timePosition OverviewThis is an important role for Service Delivery team. The Assistant Manager for Service Management will plan, manage and deliver operations with ITSM methodology, primarily focusing on Incident & problem management. In addition, he/she needs to support other Service Management processes such as Service Request and Change Management.Role &...
-
Information Technology
3 weeks ago
Singapur, Singapore Singapore Airlines Limited Full timeJob DescriptionYou will be a member of the Group Information Security Team responsible for responding to threats and incidents to the corporate networks, systems (on-prem and cloud) and digital assets.Key Responsibilities:• Lead and drive major incidents towards mitigation and resolution with multiple counterparts• Manage and track incidents from opening...
-
Incident / Problem / Change Manager
2 weeks ago
Singapur, Singapore DXC Technology Full timeSummary: The Incident/Problem/Change Manager will act as a SPOC to coordinate with and manage all other tracks subject matter expert (SME) and will handle Incident/Problem Management activities end to end from activation to problem resolution and post-mortem review. Profile: Should have experience of minimum 5 years Customer orientated,...
-
Information Technology
1 month ago
Singapur, Singapore Singapore Airlines Full timeJob DescriptionYou will be a member of the Group Information Security Team responsible for responding to threats and incidents to the corporate networks, systems (on-prem and cloud) and digital assets. Key Responsibilities include: Lead and drive major incidents towards mitigation and resolution with multiple counterparts Manage and track incidents from...
-
Incident Manager, Trust
2 weeks ago
Singapur, Singapore TikTok Full timeAbout the team The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As an Incident Manager based in Singapore, you will be on the front line reviewing and managing our response to high priority global content safety related escalations ranging from natural disasters to...
-
Incident, Problem, Change
1 month ago
Singapur, Singapore CHUBB Full timeAbout the Role The manager of Incident Problem Change & Server patching will be a senior leadership and management role reporting into the Global Command Centre Head. The role-holder will work in close partnership with regional CIO’s, Heads of Infrastructure and Application Support Services respectively, ensuring best-in-class ITSM services delivered...
-
Incident Analyst, Trust
6 days ago
Singapur, Singapore TikTok Full timeAbout the team The Incident Management (IM) organisation aims to ensure the safety of our users on the platform by responding to varying levels of escalations. The Incident Analyst (IA) team which is a sub-pillar team under IM takes on a two-pronged approach to ensure the platform is safe for consumption by not only reacting to emergent situations but also...
-
Incident / Problem / Change Manager
1 week ago
Singapur, Singapore DXC Technology Full timeSummary: The Incident/Problem/Change Manager will act as a SPOC to coordinate with and manage all other tracks subject matter expert (SME) and will handle Incident/Problem Management activities end to end from activation to problem resolution and post-mortem review. Profile: Should have experience of minimum 5 years Customer orientated,...
-
Incident Manager, Trust
1 month ago
Singapur, Singapore TikTok Full timeAbout the team The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As an Incident Manager based in Singapore, you will be on the front line reviewing and managing our response to high priority global content safety related escalations ranging from natural disasters to...
-
IS Project Coordinator Intern
2 weeks ago
Singapur, Singapore TotalEnergies Full timeProfil du candidat Currently pursuing a Bachelor's degree in Computer Science, Information Technology, or a related field. Strong interest in project management and a passion for working with IT technologies. Enthusiasm for learning, a positive attitude, and a proactive approach to problem-solving. Good documentation and analytical skills Autonomous,...
-
Singapur, Singapore PSA International Full timeAs a member of #TeamPSA, you will be part of a diverse and global team at the forefront of creating cargo solutions to enable more agile, resilient and sustainable supply chains. Experience first-hand and drive supply chain transformation from Singapore and through PSA’s global network of ports, logistics and supply chain solutions. Alongside, we can...
-
Singapur, Singapore 11112 Citibank, N.A. Singapore Full timeAre you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi bank. By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that...
-
Singapur, Singapore Psa Corporation Limited Full timeAs a member of #TeamPSA, you will be part of a diverse and global team at the forefront of creating cargo solutions to enable more agile, resilient and sustainable supply chains. Experience first-hand and drive supply chain transformation from Singapore and through PSA's global network of ports, logistics and supply chain solutions. Alongside, we can move...
-
IS Project Coordinator Intern
1 month ago
Singapur, Singapore TotalEnergies Full timeProfil du candidat Currently pursuing a Bachelor's degree in Computer Science, Information Technology, or a related field. Strong interest in project management and a passion for working with IT technologies. Enthusiasm for learning, a positive attitude, and a proactive approach to problem-solving. Good documentation and analytical skills ...
-
Singapur, Singapore DBS Bank Full timeBusiness Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we managethe majority ofthe Bank's operational processes and inspire to delight our...
-
Singapur, Singapore Psa Corporation Limited Full timeAs a member of #TeamPSA, you will be part of a diverse and global team at the forefront of creating cargo solutions to enable more agile, resilient and sustainable supply chains. Experience first-hand and drive supply chain transformation from Singapore and through PSA's global network of ports, logistics and supply chain solutions.Alongside, we can move the...
-
AVP, Senior SRE Engineer
1 month ago
Singapur, Singapore DBS Bank Full timeBusiness Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our...
-
Logistics Executive
4 weeks ago
Singapur, Singapore Recruit Express Pte Ltd Full timeTemperature Services Coordinator – Logistics executive roleChangi Business Park – With Pick up in Tanah Merah (Morning & Evening)/ If drive, free parking, Lunch shuttle also providedBudget: Up to $4200 - 4500Job Scope:Act as the main customer contact for all temperature related services.Set-up customers and protocols based on the applicable temperature...
-
KYC Incident and Client Advisory
3 weeks ago
Singapur, Singapore Jpmorgan Chase Bank, N.a. Full timeWelcome to our Incident and Client Advisory team! Are you passionate/ If you're enthusiastic about implementing controls and diligently overseeing them to safeguard the firm? If that resonates with you, then you've landed at the perfect spot with us.The Incident and Client Advisory (ICA) team is part of the Assets and Wealth Management Operations Team...
