1) Manage end to end Incident Management Process aligning to the ITIL guidelines while adopting to the organizational requirements.
2) Co-ordinate with various teams within and outside the organization to investigate and resolve incidents.
3) Ensures service excellence is achieved through managing major incidents for the organization with effective use of agreed tools and defined deadlines.
4) Capture timelines, prepare, review and publish the Root Cause analysis for major incidents within agreed timelines.
5) Works in a 24/7 environment, hence adhering to shift plans of the team.
6) Manage Bridge calls efficiently, capturing key points and ensuring all stakeholders communication is managed effectively and in a timely manner.
7) Make sure all incidents are resolved/closed within the Agreed SLA with timely communication.
8) Must have experience working with service management tools like JIRA, SNOW, alerting etc.
9) Any other related tasks as required.
Preferred qualities:
1) Confident, demonstrating command and control in situations.
2) Ability to multi-task and prioritize actions
3) Should be self-motivated and self-driven
4) Ability to work with people across the globe at all levels and escalate when required
5) Excellent communication and documentation skills, showing attention to details
6) Able to work with little or no supervision
B.E./B.Tech/MCA /BSc (Computer Science)
