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Capita Incident Manager Interview Questions and Answers
Capita Incident Manager Interview Experiences
1 interview found
Anonymous
Selected
I applied via Referral and was interviewed before May 2022. There were 2 interview rounds.
(1 Question)
- Q1. Are you looking for a job change
- Ans.
Yes, I am open to exploring new opportunities.
I am looking for a role that aligns with my career goals and allows me to utilize my skills and experience.
I am interested in learning about the Incident Manager position and the opportunities it offers.
I am open to discussing potential job opportunities and seeing if they are a good fit for me.
(2 Questions)
- Q1. What is fcr how many incidents you handled
- Ans.
FCR stands for First Call Resolution. I have handled X number of incidents with a Y% FCR rate.
FCR is a metric used to measure the percentage of incidents resolved on the first call or contact.
A high FCR rate indicates efficient incident management and customer satisfaction.
I have handled X number of incidents with a Y% FCR rate, which demonstrates my ability to quickly and effectively resolve issues.
For example, in my ...
- Q2. What is sla for p3 incident
- Ans.
SLA for P3 incident is typically 24-48 hours.
P3 incidents are considered low priority incidents
SLA for P3 incidents is usually longer than P1 and P2 incidents
SLA for P3 incidents can vary depending on the organization and the severity of the incident
Typically, SLA for P3 incidents is around 24-48 hours
SLA for P3 incidents may include response time, resolution time, and communication requirements
Interview Preparation Tips
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Selected
I applied via Naukri.com and was interviewed before Sep 2022. There were 2 interview rounds.
(5 Questions)
- Q1. Experience, resume questions, work type explanations, area of interest
- Q2. Personal info, hobby
- Q3. Tools which have hands on experience
- Ans.
Some tools I have hands-on experience with include ServiceNow, JIRA, and Remedy.
ServiceNow
JIRA
Remedy
- Q4. NA no more questions
- Q5. Nothing all 🆗 in interview
Interview Preparation Tips
Selected
I was interviewed before May 2023.
(1 Question)
- Q1. What Incident/SLA/OLA/KPI/CSF
- Ans.
Incident/SLA/OLA/KPI/CSF are key performance indicators used to measure and manage the performance of incident management processes.
Incidents are unplanned interruptions or reductions in quality of IT services.
SLAs (Service Level Agreements) define the level of service expected by the customer.
OLAs (Operational Level Agreements) define the responsibilities of internal support teams.
KPIs (Key Performance Indicators) mea...
Interview Preparation Tips
(2 Questions)
- Q1. Questions were related to process
- Q2. Questions on past experience
(2 Questions)
- Q1. How would you deal multiple incidents
- Ans.
I would prioritize incidents based on impact, assign dedicated teams, communicate effectively, and escalate as needed.
Prioritize incidents based on impact and urgency
Assign dedicated teams to each incident
Communicate effectively with all stakeholders
Escalate to higher management if needed
Implement incident management tools for tracking and resolution
- Q2. What would you do to increase the process
- Ans.
To increase the process, I would implement automation, streamline communication, and regularly review and update procedures.
Implement automation tools to reduce manual tasks and improve efficiency
Streamline communication channels to ensure quick and effective information sharing
Regularly review and update procedures to identify areas for improvement and optimize the process
Selected
I applied via Naukri.com and was interviewed before Sep 2022. There were 2 interview rounds.
(5 Questions)
- Q1. Experience, resume questions, work type explanations, area of interest
- Q2. Personal info, hobby
- Q3. Tools which have hands on experience
- Ans.
Some tools I have hands-on experience with include ServiceNow, JIRA, and Remedy.
ServiceNow
JIRA
Remedy
- Q4. NA no more questions
- Q5. Nothing all 🆗 in interview
Interview Preparation Tips
Anjanee Ambegaonker
Selected
I applied via campus placement at Maharaja Sayajirao University (MSU), Baroda and was interviewed before Apr 2023. There were 4 interview rounds.
Easy aptitude test and usually they aren't that strict
There was a topic given and you would have to speak for 2 mins
(1 Question)
- Q1. Technical analyst would be grilling you here so make sure you are prepared
(1 Question)
- Q1. Usually HR is cool and normal negotiation will take place
Interview Preparation Tips
Selected
I was interviewed before May 2023.
(1 Question)
- Q1. What Incident/SLA/OLA/KPI/CSF
- Ans.
Incident/SLA/OLA/KPI/CSF are key performance indicators used to measure and manage the performance of incident management processes.
Incidents are unplanned interruptions or reductions in quality of IT services.
SLAs (Service Level Agreements) define the level of service expected by the customer.
OLAs (Operational Level Agreements) define the responsibilities of internal support teams.
KPIs (Key Performance Indicators) mea...
Interview Preparation Tips
I applied via Referral and was interviewed before May 2020. There were 3 interview rounds.
Interview Questionnaire
4 Questions
- Q1. SLA management
- Q2. Communication skills
- Q3. ITIL
- Q4. Basic SQL
Interview Preparation Tips
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Capita Incident Manager Interview Process
based on 1 interview
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