What is a Queue Manager? What are the responsibilities of a Queue Manager?
A Queue Manager or a Dispatcher is a resource who primary task is to assign the incident tickets to resources as per their skill set. Their primary role is to meet the SLA targets for an incident ticket. Below are the responsibilities of a Queue Manager:
- 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
- Assigned the tickets which are out of scope to Service Desk/Other Teams.
- Publishing Weekly Change Calendar
- Daily Report on Incidents/Change/Problem tickets and SLA status
- Daily Change schedule reminder to respective change assignee
- Shift Handover to Next Queue Manager
- Summary report on all Major incidents happen on that day
- For high number of repeated incidents, you need to relate the incidents with Parent incident and cancel the duplicate incident by marking the parent ticket info.
- Need to discuss with TL/Shift lead for taking action against bouncing tickets
The below are the knowledge or skills which a Queue Manager should possess in order to deliver their job.
- SLA Metric
- Process knowledge (IM/CM/PM/SR)
- Support Scope
- Inter team SPOC contact
- Escalation Matrix & Entire team contacts
- Incident Categorization
- Entire team Skill set Matrix
- Current Shift Roster & Oncall Resource
- Technology specific SME for Tech assistance
- Inter Supplier Support Scope & Queue Name
- Inter Supplier Support SPOC & Contact Details
- Application Owners Contact & Queue Name
- Generating the reports from Ticketing Tool