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Incident Manager at Bestol

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

0.0

Posted On

03 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, ITIL, Root Cause Analysis, SLA Management, Jira, ServiceNow, Bridge Call Management, Stakeholder Communication

Industry

IT Services and IT Consulting

Description

Company Description Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India. We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities. Learn more at betsol.com Job Description 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. Qualifications B.E./B.Tech/MCA /BSc (Computer Science)

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Responsibilities

Manage the end-to-end incident management process following ITIL guidelines to ensure service excellence. Coordinate with internal and external teams to resolve major incidents and publish root cause analyses within agreed timelines.