SNOC Incident Problem Coordinator
eTeam Hong Kong
Singapore, SG
3d ago

Job Requirements & Responsibilities SNOC Incident / Problem Coordinator

  • Adheres to defined incident and problem process and escalation when needed, as defined in the escalation matrix.
  • Notifies participants in the Incident and Problem Management process when standards and procedures are not being followed.
  • Reroutes misdirected incidents and problems which have not been handled in a timely manner.
  • Escalates issues in a timely and appropriate manner.
  • Identifies incidents and problems which need special attention or escalation.
  • Identifies exceptions and deviations, as well as management of these situations.
  • Notifies participants in the process when standards and procedures are not being followed.
  • Facilitates the resolution of issues with items not complying to process.
  • Oversees creation and availability of process reports and analyzing reports.
  • Oversees completeness and integrity of information collected to conduct daily operations.
  • Establishes measurements and targets to improve process effectiveness and efficiency.
  • Acts as an escalation focal point for all roles involved in the process.
  • Card and key issuance management for secured room.
  • Carry out tasks assigned by the team manager, which help to prevent potential incidents.
  • Possess some technical knowledge of Linux, Solaris and Unix hardware, operating system and system services (volume manager, file system, NTP, DNS, clustering, SSH, TSM, ITM etc).
  • Willingness to work in a 12-hour rotational shift roster. Shift roster will be decided by team manager.
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