Incident Manager

3 weeks ago

Hyderabad, Telangana, India Milestone Full time

Overview

Triage and analyze the major incident using the known triage data gathered, support documentation, and define procedures. Facilitate, manage, and document the Incident throughout the lifecycle of the Incident. Proactively lead and drive outages to quick service restoration; provide support and leadership for all events, especially high priority incidents.

How You Will Make An Impact

Obtain and document all relevant triage information for the major incident/escalation via an Incident ticket. Investigate, identify, and document, in conjunction with the responsible technical team, cause for the Incident. Drive communication in the SEV bridge and also communicate with the business, working with service owners to choose appropriate channels of communication. Collaborate with customer on ITSM Problem Management team in identifying opportunities for service improvement resulting from Incident ticket analysis and review. When appropriate, issue a Severity Level Incident Page (SEV) to the appropriate technical support teams using Customer internal Incident Management process. Facilitate, Manage, and document via the SEV Phone Bridge or Microsoft Teams for detection, diagnosis, repair, recovery, and restore the SEV level incident. Communicate the status of the SEV level incident via email alerts and Urgent Messenger alerts to multiple Executive and Management teams throughout the life cycle of the SEV level incident. Provide guidance and assistance to the technical and management teams engaged on the SEV level incident phone bridge / Microsoft Teams. Engage additional technical resources to join SEV level incident Phone Bridge/ Microsoft Teams as required by technical teams and management teams. Engage additional Executive Management resources as required for e.g. technical managers and management teams. Investigate, identify, and document, in conjunction with the relevant technical team, absolute root cause for the SEV level incident. Identify and document, in conjunction with the relevant technical team, the immediate, short term, and long-term remediation actions taken to resolve the immediate SEV level incident and to prevent future SEV level incidents from recurrence. Review with the relevant technical team on ITSM Problem Management team to ensure that short term and long-term remediation actions taken for SEV level incidents have been implemented and the desired results of these actions are achieved. Analyze and review ITSM SEV level ITSM tickets to identify SEV level incident trends. Collaborate with Problem Management in identifying opportunities for service improvement related to SEV level incidents and communicate action plans to technical management teams.

What You Will Need To Succeed

Work Experience in the following areas

Broad technical knowledge with a general understanding of infrastructure, networking, application platforms, databases, and client platforms. Sound working knowledge on ITIL and infrastructure support processes. IT Incident Management/Crisis Management/Problem Management.

Interpersonal Skills and Requirements

Managing "incidents, stake holders, troubleshooting bridges as a coordinator" Follow process to the core as per SOP guidelines ( Standard operating procedure) Excellent soft skills both written and verbal Should have work experience in managing USA clients

Preferred Qualifications

Certifications Requirements

ITIL foundation or intermediate certified: Preferred Excellent Networking Domain knowledge and skills 

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you. 

This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.

*Job description is subject to change. 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you

Software Powered by iCIMS

  • Incident manager

    1 week ago

    Hyderabad, Telangana, India ValueMomentum Full time

    Job Title : Technical Project Manager – AMS (Application Management system)Primary skills: . Net technologies, Project and Incident Management for AMS projectsLocation : HyderabadExperience : 12+ yearsResponsibilitiesProject management:Plan, execute, and manage application support projects, focusing on. NET technologies.Oversee incident, problem, change,...

  • IT Incident Management Specialist

    1 day ago

    Hyderabad, Telangana, India beBee Careers Full time

    Job DescriptionThis role is responsible for driving holistic IT incident management using the ITIL framework. The incumbent will govern and oversee incident management operations across the organization, ensuring agreed-upon customer and internal service levels are met.Key Responsibilities:Govern day-to-day operations of incident management services to...

  • Incident Manager

    2 weeks ago

    Hyderabad, Telangana, India Wipro Limited Full time

    Job DescriptionWipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their...

  • Incident Management Lead

    5 days ago

    Hyderabad, Telangana, India beBee Careers Full time

    Job DescriptionThis role involves providing initial troubleshooting and technical assistance to end-users, ensuring prompt resolution of their technical concerns.You will serve as the frontline support for addressing hardware, software, and network-related issues, delivering quality customer service and maintaining accurate documentation.Key...

  • Technical Incident Manager

    1 week ago

    Hyderabad, Telangana, India beBee Careers Full time

    Job DescriptionWe are seeking a skilled Technical Incident Manager to join our team. The successful candidate will be responsible for providing initial troubleshooting and technical assistance to end-users, ensuring prompt resolution of their technical concerns. This role entails serving as the frontline support for addressing hardware, software, and...

  • Incident Management Expert

    18 hours ago

    Hyderabad, Telangana, India beBee Careers Full time

    About the Role:We are seeking an Incident Management Expert to join our team. The successful candidate will be responsible for managing critical incidents with the Technology Command Center (TCC). This involves communicating with businesses throughout the incident lifecycle, providing updates at intervals determined by the incident's priority.Key...

  • Incident Response Manager

    1 week ago

    Hyderabad, Telangana, India ServiceNow Full time

    Job DescriptionWe are seeking an Incident Response Analyst to join our team.This role involves monitoring, identifying, investigating, and analyzing all response activities related to incidents within an organization.You will build the necessary controls, infrastructure, and procedural playbook to monitor, identify, and provide proactive detection and...

  • Incident Management

    3 weeks ago

    Hyderabad, Telangana, India CIEL HR Full time

    Night shift rotationalIncident ManagementExp - 3 yearsLocation - HyderabadGood understanding of ITIL Processes and has customer empathy xc2xb7 Strong customer service accurate and logical problem solving communication skills and the ability to work in a team environment cab is there Hyderabad Immediate joinersSKILLS REQUIRED xc2xb7 Excellent written...

  • Incident Manager I

    3 weeks ago

    Hyderabad, Telangana, India RealPage, Inc. Full time

    SUMMARY As an "Incident Manager I", you will be responsible for leading Critical bridge calls in agile problem solving to drive restoration and recovery of our SaaS based applications. The ideal individual for this role will have a good blend of technical and soft skills. We are seeking a dynamic communicator with considerable interpersonal skills, who...

  • Incident Management Specialist

    1 week ago

    Hyderabad, Telangana, India ValueLabs Full time

    Dear All,Greetings...As we are hiring for "Incident Management Specialist" for Hyderabad Location. Interested candidates can please share me your updated CV to venkatesh.ch@valuelabs.comJob title: Incident Management SpecialistExperience: 4+ YearsNotice Period: Only Immediate JoinersJob Type: PermanentJob Location: HyderabadWork Mode: WFOWork Timings: 24/7...