Incident Management Team Leader

3 days ago


Karachi, Sindh, Pakistan Sopra Steria Full time

Job Description

We are seeking a highly skilled Technical Lead to join our IT Service Support team.

As a Technical Lead, you will be responsible for managing major incidents, ensuring effective coordination and seamless flow of information between all involved parties.

You will take ownership of end-to-end incident resolution, from logging and categorization to final closure.

Additionally, you will ensure all incidents are accurately recorded, categorized, and routed to the appropriate resolver groups in a timely manner.

Monitoring incident aging and taking proactive actions to minimize resolution delays are also key responsibilities.

You will manage communications with customers, vendors, and internal stakeholders to provide timely updates and progress during live incidents.

Facilitating bridge calls and collaboration between resolver teams to expedite incident resolution are also essential duties.



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