Job Description

An Incident / Service Request Queue Administrator primary task is to assign the incident / service request tickets to resources as per their skill set. Their primary role is to meet the SLA targets for an incident / service request ticket.

Responsibilities:

• Monitoring the queues and assign the incidents before missing Response time SLA
• Tickets to be assigned with respective Support Engineer according to required skills sets
• Follow up with engineer for closing the tickets those are going to be SLA breached
• Get the direction from SDM for out-of-scope incident / service request tickets and assigned to other teams.
• Publishing Weekly Change Calendar
• Daily Report on Service Request/Incidents/ Change/Problem tickets and SLA status
• Daily Change schedule reminder to respective change assignee
• Summary report on all Major incidents / service requests happen on that day
• For high number of repeated incidents, relate the incidents with Parent incident and cancel the duplicate incident by marking the parent ticket info.
• Escalate and discuss with Team Lead or SDM for taking action against bouncing tickets

• Degree in IT / Computer Science / Engineering or equivalent
• Experience in a System Integration environment and/or in Service Management roles
• Familiar with SLA Metric & measurement, Escalation Matrix, Incident Categorization and Report Generation from Ticketing Tool
• Good history in meeting SLA targets
• Strong in Process workflow
• Certification in ITSM is a plus
• Good in Excel, Word and Powerpoint
• Good interpersonal and communication skills

Singtel