Incident Manager

3 weeks ago

Chennai, India Photon Full time

About The Role  

Incident Manager - About The Role  

  • Perform L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
  • Monitoring alerts or incidents and acknowledgement per defined SLA.
  • Perform health check activities and monitor performances of infrastructure components & applications.
  • Engage third parties (as required) to support resolution for Supplier Services
  • Initiate the technical bridge upon Major Incident declaration.
  • Engage Incident commander/ supervisor/on call manager.
  • Engage other technical teams to support resolution for supplier services.
  • Confirmation with end users for issue resolution and update all stakeholders on technical bridge.
  • Keep the incident updated as per discovery or end user information on real time basis.
  • Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
  • Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
  • For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
  • Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
  • Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.
  • Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.
  • Perform proactive problem management.
  • Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
  • Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.

Must Have 
- Experience in Jira, Monitoring & ServiceNow tools
- MS Office Tools
- Ability to create monitoring dashboard
- Ability to drive MI calls
- Strong Problem-Solving skills

Good to Have 
- Any Scripting/programming language
- ITIL certification
- SQL basics

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