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R&D Operation monitoring Technical Lead-Service Support

4 weeks ago

Noida, Uttar Pradesh, India SBS Full time
Job Description

  1. ·Major Incident Ownership:
  2. Act as the primary point of contact for all Major Incidents, ensuring effective coordination and the seamless flow of information between all involved parties.
  3. Take ownership of end-to-end incident resolution, from logging and categorization to final closure.
  4. Incident Management Responsibilities:
  5. Ensure all incidents are accurately recorded, categorized, and routed to the appropriate resolver groups in a timely manner.
  6. Monitor incident aging and take proactive actions to minimize resolution delays.
  7. Manage communications with customers, vendors, and internal stakeholders to provide timely updates and progress during live incidents.
  8. Facilitate bridge calls and collaboration between resolver teams to expedite incident resolution.
  9. Reporting and Post-Incident Activities:
  10. Compile and distribute Major Incident Reports (MIRs) within specified SLAs, ensuring a comprehensive and accurate summary of the incident and its resolution.
  11. Document root cause analysis (RCA) and collaborate with Problem Management to ensure follow-up actions are tracked and completed.
  12. Maintain a Major Incident database to record disruptions, downtime, and incident trends.
  13. Proactive Incident Management:
  14. Analyze incident trends using tools like Pareto analysis to identify recurring issues and propose service improvement plans.
  15. Drive continuous service improvement initiatives by collaborating with service desk teams, process managers, and senior IT management.
  16. Proactively identify gaps in processes and raise improvement proposals as part of the Continuous Service Improvement process.
  17. Stakeholder Collaboration:
  18. Work closely with Service Desk, Change, Problem, and Knowledge managers to ensure efficient process integration and alignment.
  19. Ensure all stakeholders, customers, and end-users are informed of key updates and upcoming events, including forward schedules of changes or activities.
  20. Process Governance and Communication:
  21. Monitor and report on the effectiveness of the Incident Management process by designing metrics and KPIs to track performance and quality indicators.
  22. Conduct reviews of major incidents with resolver groups and stakeholders to identify improvement opportunities.
  23. Present and promote the Incident Management process to internal teams and customers, ensuring alignment and awareness.
  24. Service Improvement and Metrics:
  25. Develop and maintain appropriate reporting frameworks to measure incident resolution performance and identify areas of improvement.
  26. Provide regular performance reports and insights to senior IT leadership to drive strategic decisions.

Total Experience Expected: 06-08 years

Qualifications

Minimum Qualifications

  1. Experience and Certification:
  2. Minimum 5+ years of experience in Incident Management, with proven expertise in managing major incidents.
  3. ITIL V3/V4 certification is required, with a strong understanding of ITIL Incident Management methodologies.
  4. Hands-on experience working with ITSM tools (e.g., Alemba, Jira ITSM).
  5. Incident Management Skills:
  6. Demonstrated experience in managing high-priority incidents (P1/P2) from initiation to resolution while minimizing impact on business operations.
  7. Proven ability to drive incident investigations, coordinating cross-functional teams to ensure swift resolution and root cause identification.
  8. Expertise in establishing and managing bridge calls, TEAMS groups, and real-time communication channels to ensure effective collaboration during outages.
  9. Proficiency in providing timely updates and notifications to both internal and external stakeholders during incidents.
  10. Reporting and Documentation:
  11. Skilled in documenting the chronology of events, creating Major Incident Reports and publishing these reports to customers in a timely manner.
  12. Ensure follow-up actions and root cause analysis are documented and addressed.
  13. Maintain accurate and comprehensive customer-visible communications appended to the incident record.
  14. Communication and Stakeholder Management:
  15. Excellent communication skills, including preparing clear, concise, and persuasive written communications and presentations for varied audiences.
  16. Ability to manage strong relationships with customers and stakeholders, demonstrating empathy and professionalism during incidents.
  17. Analytical and Problem-Solving Skills:
  18. Strong analytical, decision-making, and problem-solving capabilities, including assessing Requests for Change (RFCs) and evaluating risks during incidents.
  19. Ability to facilitate smooth transitions of resolved major incidents to Problem Management for root cause investigation and long-term fixes.
  20. Flexibility and Availability:
  21. Willingness to provide on-call support and work outside regular business hours to ensure incident management coverage.
  22. Additional Attributes:
  23. Understanding of incident prioritization and escalation processes.
  24. Proactive approach to identifying gaps in incident management processes and recommending process improvements.
  25. Familiarity with Service Level Agreements (SLAs) and ensuring compliance during incident handling.

Preferred Qualifications

  1. Certifications and Methodologies:
  2. ITIL Intermediate certification or higher is highly desirable.
  3. Strong understanding of Incident, Problem, and Change Management processes under the ITIL framework.
  4. Service Management Expertise:
  5. Experience with service management and monitoring tools such as ServiceNow, BMC Remedy, SolarWinds, or similar platforms.
  6. Demonstrated experience in managing events and alerts, ensuring timely responses to minimize business impact.
  7. Leadership and Collaboration:
  8. Proven experience in leading and influencing cross-functional teams, including managers, vendors, and customers, to deliver business-focused solutions within tight deadlines and budget constraints.
  9. Ability to foster strong collaboration and partnerships across teams and stakeholders.
  10. Problem-Solving and Adaptability:
  11. Strong adaptive problem-solving skills, capable of analyzing and addressing complex, undefined, or evolving challenges in a dynamic environment.
  12. Evidence of creative and critical thinking to deliver practical and effective solutions.
  13. Technology Awareness:
  14. Up-to-date knowledge of emerging technologies, IT best practices, and industry trends.
  15. Familiarity with modern monitoring techniques and automation tools to enhance incident detection and resolution.
Additional Information

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.