Incident Manager

2 weeks ago

Mumbai, India Wipro Full time

Job Description

Position Title - Incident Manager L2

Location - Airoli, Navi Mumbai


During Major Incident

  • End to end ownership of the Major Incident with the aim to minimize the time to restore.
  • Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
  • Ensure a systematic process is followed for all Major Incidents from opening to closure.
  • Assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
  • Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.
  • Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
  • Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
  • Activate and manage the Incident WAR Room

Regular Operations (no Major Incident)

  • Coordinate the write up of the Incident Report, collecting inputs from all parties and ensuring high quality of the final document
  • Organize Post-Incident Meeting to share / brainstorm on actions and suggestions to avoid similar incidents in the future or shorten resolution time. This involves writing and publishing organizational Incident Report which details organizational issues experienced during resolution and suggest improvements to speed up the team reactivity.
  • Ensure consistency of the incident documentation / references across all systems
  • Report KPI and analysis to senior management on key inputs linked to Major Incidents content and trends




  • Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity
  • Provide Consolidated Reports (Based on KPIs) for various committees.
  • Ensure Procedures and Documentation is up-to-date (Diagrams, checklist etc.)
  • Maintain the escalation tree (internal and with third parties)
  • Share and promote best practices and lessons learnt on Major Incident management to internal stakeholders (support teams, management)
  • Report to Operational Manager on the efficiency of the Major Incident Management process
  • Act as Process manager ensuring that the Incident Management process is applied in a systematic and consistent manner by leveraging on lessons learnt.


Key Responsibilities

Technical Expertise


Soft Skills

  • Leadership with ability to do efficient multitasking
  • Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
  • Client Oriented with Strong Relationship management with experience in IT Support and service Management
  • French speaking will be a plus.
  • Reactivity and ability to solve problems by using different methods
  • Ability to learn and adapt and to be proactive
  • Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
  • Ability to work under pressure


Requirement

  • Infrastructure or Application support hands on experience of 4-6 years is mandatory
  • Overall IT experience: 8 Years +
  • Crisis Management
  • IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow
  • Having knowledge about monitoring tools and scheduling jobs would be plus
  • Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ)
  • Technologies and/or Applications background with ability to grasp impact and interdependencies











Shift/Oncall & Weekend Support


Shift Timings in IST:


  • Mon to Fri 6:00 am to 09:30 pm OR 10:30 pm (2 shifts, 1st starts at 6:00 am IST and 2nd starts at 12:30 or 01:30 pm – depending on DST in France)
  • Weekday On-call – From 09:30 pm OR 10:30 pm to following day 6:00 am
  • Weekend On-Call – From 09:30 pm OR 10:30 pm Friday to 6:00 am Monday

** Day light savings Period- Nov to Mar ( 1hour ahead) **

Oncall Support- To provide Oncall support services on rotational basis

  • 09.30 PM to 6.00 am on weekdays after end of the evening shift work (Apr to Oct)
  • 10.30 pm to 6.00 am on weekdays after end of the evening shift work (Nov to Mar)
  • 09:30 pm OR 10:30 pm on Friday to 06:00 am Monday

Weekend On-Call Support - based on high critical P1 incidents and P2 that have potential of becoming P1.

Public Holiday Support – Paris Holidays (Client Holiday) will be followed as public holidays and not India holidays


Process & Tools

  • ITSM tool- Service Now – Ticketing tool for INC/SR/Change /Problem tickets
  • Inhouse tools
  • intermediate knowledge on ITIL Process & Practices

Educational Qualifications

Bachelor’s degree or master’s degree in information/computer technology preferred

Key Competencies:

  • 8+yrs of relevant experience in Incident Management / Infrastructure / Application Support
  • Experience of working in a banking environment.
  • Customer service oriented, able to work in a dynamic and fast paced environment
  • Excellent communication, interpersonal and troubleshooting skills
  • Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously

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