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Freshers Hiring For Systems Engineer @ "CGI" in Bengaluru
About Company
Name: CGI
Website: www.cgi.com
Job Details:
Education: Any Graduate
Experience: 2 - 4 Years
Job Location: Bengaluru
Job Description:
Systems Engineer - Incident Management
Act as a Single Point of contact for all Major Incidents. Restore a failed IT Service as quickly as
possible. Facilitate Technical Bridge engaging support teams to ensure faster resolution
Responsible for communicating with the Incident Process Owner.
Responsible for the effective implementation of the process "Incident Management" and carries out
the respective reporting procedure.
Represent the first stage of escalation for Incidents
Monitor the incidents to ensure that the Service Level Agreement are respected
Escalates (Functional/hierarchical) to appropriate level of management on a timely basis to drive
incident resolution.
Ensure critical incidents are updated with the latest status update and IM process is correctly
followed - Quality Assurance.
Responsible for preparing daily/weekly/monthly Incident Management reports.
Responsible for driving major incidents within defined time line.
Ensure that Executive Notifications (i.e. Business Communications & P1/P2 notifications) are
drafted, properly approved, and sent for all P1 Major Incidents that fit the criteria of a true
business impacting event. Lead service restoration efforts in accordance with the globally defined
standards and requirements.
Responsible for preparing various KPIs (e.g. MTTR, MTBF, MTRC, Change Induced Report).
Responsible to perform regular quality analysis on all Priority handled by Incident Management
Center.
Identify, initiate, schedule, conduct incident reviews, prepare Chronology and help MIMs to submit
Incident Reviews as and when required.
Ensure the closure of all resolved and end-user confirmed Incident records
Act as a SME & provide guidance to the Incident Coordinators.
Liaison between IT and external support provider.
Determines if an incident needs to be escalated according to priority and severity of issue.
Responding to mails or calls made by Service Desk or Specialist Support Team on time.
Monitoring the status and the progress towards the resolution of all the open Incidents.
Establishing & Issuing Customer & CGI communications.
Communicate status and act as the central communication point
Interlock with the technical teams for incident resolution.
Ability to get the right support team based on the incident.
Contacting the User / Customer / Incident Reporter for additional information as and when required
Updating the incident record with any additional information.
Reviewing / modifying initial incident severity / priority.
Checking if the incident is a duplicate of an existing incident that is already being addressed or a
repeat occurrence of an incident that has already been resolved.
Communicating information hourly or as appropriate on the progress of resolution of the incident.
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