Incident Manager

Found in: beBee S IN - 3 weeks ago

Pune, India Ensono Full time

Incident ManagerPune, IndiaJR010088

About Us (Ensono)

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.

Job Role

Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Initiate, manage and lead a conference call of relevant parties (subject matter experts, team members). Provide a verbal summary of the business impact and urgency of the incident to call participants. Manage each incident through to resolution.

Job Responsibilities

  • Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

  • Initiate, manage and lead a conference call of relevant parties (subject matter experts, team members)

  • Provide a verbal summary of the business impact and urgency of the incident to call participants

  • Provide to the technical bridge participants specific details of the incident with steps to reproduce, if possible.

  • Document Troubleshooting steps taken and their results, to avoid repeating the same tests.

  • Ensure the Ensono Incident Management communication process is followed, so that communications occur in accordance with business expectations.

  • Manage each incident through to resolution.

Experience level

  • Business focus – demonstrate the ability to learn and understand the business and financial impact of an incident and articulate it to create a sense of urgency

  • Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.

  • Able to translate technical incidents into business terms.

  • Able to facilitate conversations with large groups of remote people.

  • Strong understanding of ITIL and Incident Management practices.

  • 5+ years of experience in an Enterprise 24×7 Network Operations Center or Production Support environment required

  • 5+ years Customer Service experience, Incident and Problem Management required.

  • Customer focus and ownership – displays initiative and a proactive approach to work.

  • Experience working in large and complex operations environments.

  • Exposure and familiarity with change, problem and release management.

  • Four year College degree in a technical field or equivalent experience

Technical key skills (Mandatory skills)

  • Experience in an Enterprise 24×7 Network Operations Center or Production Support environment required

  • Customer Service experience, Incident and Problem Management required.

  • Customer focus and ownership – displays initiative and a proactive approach to work.

  • Experience working in large and complex operations environments.

  • Exposure and familiarity with change, problem and release management.

  • Four year College degree in a technical field or equivalent experience

Good to have skills

  • Excellent verbal and written communication skills in English; the ability to communicate clearly and confidently on conference calls, in meetings, via email, etc. at all levels of the organization is essential.

  • Ability to quickly assess/triage the nature of a reported problem

  • High-level knowledge of overall system infrastructure and applications

  • Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.

  • Demonstrate a structured approach to problem solving; logical and methodical.

  • Technical experience in network and server administration, including hands on experience.

  • Experience with monitoring technologies.

  • Web, IAM and Cloud experience a plus.

Shift Timings

  • 1:30 PM to 10:30 PM IST

JR010088

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