Incident Manager

Position Overview: 

As Incident Manager,you will be responsible for handling and escalating incidents as they occur to restore defined service levels with shortest Mean Time To Restore (MTTR).

Roles and Responsibilities:

• The Incident Management Team is responsible for managing the major incident process for all incidents impacting the business, ensuring communications are delivered timely, incidents are triaged, 3rd party escalations and service resolution are all managed with urgency & professionalism.
• Collaborate with external service providers and vendors to ensure incident management processes are aligned and that third-party escalations are handled efficiently.
• The Incident Manager is responsible for owning incident and problem resolution, working across multiple business units to identify root cause; identify, record and resolve problems; and avoid incidents
• The Incident Manager is also responsible for ensuring the root cause analysis (RCA) research and report is completed and ensuring proactive problem management is in place to enable Enlyte to identify and remove the root cause of potential problems before they result in incidents.
• The Incident Manager is a critical part of the operational support team, with a long term focus on avoiding serious incidents and constantly improving service operations, across the service delivery teams ranging from network to application
• The Incident Manager is expected to be on call during their work hours for a 24x7 environment
• Manage major incidents from alert to service restoration and document
• Regular professional communication on major incidents to internal customers within SLAs
• Coordination with all corporate tenants, business units which consist of multiple teams from IT infrastructure to application management and engineering for effective resolution
• Escalation within all corporate tenant’s support scopes of the organization as required
• Manage client/field services, customer, product, or workflow sourced major incident escalations
• Obtain necessary approvals from all stakeholders as needed to support a dynamic environment
• Communication: provide situational awareness for stakeholders when changes result in a major incident
• Create action plans for issue remediation during Incident troubleshooting
• Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues
•  Review root cause analysis, leverage lessons learned to identity action items to assign and follow up with communication until completed
•  Work with alerting & monitoring teams to proactively identify alert conditions in effort to avoid high priority incidents
•  Adaptability, identifying changes in the support processes and adjusting the Incident Management process to maintain synchronicity
•  Facilitate major incident ‘PIR/AAR (Post Incident Review & After-Action Review’) meetings after service restoration to identify lessons learned, declare action items to ensure avoidance of repeat incidents
•  Lead creation of Reason for Disruption reports to be delivered to our customers
•  Reporting Metrics for major incident and/or standard service level compliance statistics to the Service Delivery & Account Managers
• Track and manage Problem escalations and maintain records, provide reporting and updates to stakeholders as needed
• Drive continuous service/process improvement with a focus on incident prevention
• Response & Resolution times for Major Incidents within policy set SLA
• Reduction of Major Incidents
• Resolution of Jira based Problem Records
• Avoidance by taking efforts to reduce or eliminate repeat incidents.

Must Have Skills:

• Overall working experience of 12+ years.
• Prior working knowledge & experience of ITIL is important.
• Must have a strong background in Incident Management in a managed IS/IT service environment for more than 3 years..
• Understanding of IT Infrastructure and Operating Systems.
• Strong experience of delivering service quality within an ITIL framework.
• Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies.
• Good experience in managing conference calls, escalations or incident resolution meetings.
• Strong written and verbal communication skills.
• Strong experience of IT service, operations and support.
• ServiceNow experience or similar tools is needed..
• Excels under pressure.
• Knowledge of Major Incidents, understand what separates an incident from a major incident.
• Good problem-solving techniques.
• Excellent Interpersonal and team working capabilities.
• Focused, detail/data driven, proactive and organized.
• Passionate desire to serve our customers.
• Must be willing to work in rotational shift

Good to Have Skills:

• Certified ITIL (Foundation) 

Qualification:

• Bachelor of Science in Computer Science or equivalent technical training and professional work experience.

Location: 

• Bangalore /Hyderabad