• Major incident triaging and communication to stakeholders
• Guide the Operate teams on the Incident management process
• Ensure adherence of incident management process
• Engage the right technical /support staff from relevant teams
• Review the recovery procedure and approve the recovery steps provided by respective SMEs
• Track the incident throughout its lifecycle and communicate the status periodically to relevant stakeholders
• Facilitate the resolution and closure of the incident
• Initiate the problem fix process upon the incident resolution and handover the problem to Problem management team
• For major incidents, conduct Post Incident Review RCA and including incident handling to identify the gaps and learnings that can be passed to other teams.
• Drive incident pattern analysis to identify areas of improvement.

Requirements:

• Bachelor’s Degree in IT related disciplines
• Hands-on Incident Management experience while working with multiple disciplinary teams of Infrastructure and Application environment
• Proven troubleshooting skills within a support environment, including a strong sense of commitment and drive towards incident resolution
• Take end to end ownership and responsibility for incident resolution and Management activities for all Severity 1 & 2 incidents till recovery
• Excellent written and verbal communication skills across all levels

Job Types: Full-time, Permanent
Pay: Up to $5,000.00 per month

Schedule:

• Day shift

Experience:

• Incident Management: 4 years (Preferred)

Please refer the Job description for details