Incident Analyst

2 weeks ago

Navi Mumbai, India Jio Full time
Job description: Major Incident Manager (IC Role)
This role manages Severity or Major Incidents that are impacting the client on production or financial environment. The Major Incident Manager (MIM) is expected to manage and take the leadership/Ownership of the incident and coordinate all the action plans, ETAs, follow-ups required to accelerate the recovery process and mitigate the Business impact to the client. The Major Incident manager will also document all actions and progress made and is responsible for the interaction/proper communication with Technical Stakeholders, Management and/or Senior management during crisis situations to ensure a high level of customer satisfaction. MIM will be engaged in problem resolution of complex problems relating to Cloud Platform dev-ops issues, product or service installation, hardware or software issues, operations, performance, or other aspects of information technology products and services related to the multiple customer's environment.
Main responsibilities:
Coordination and management of Major Incident Management process activities
Escalation of risks and issues to the Major Incident Management Process Owner
Supporting Major Incident Management comply with Customer or Internal (KPIs and SLAs)
Manage the recovery process based on the Major Incident Management best-practices and ITIL process standardization
Ensure consistent end-to-end application of the Major Incident Management process across the account
Drives implementation of standard execution of the Major Incident Management process
SPOC for Customer during Major outages (valid for nightshift/weekend/holidays) Shift work 24/7/365
Agrees issue definition, action plan and success criteria with the customer or stakeholders
Required Technical and Professional Expertise:
Knowledge on hardware and software products (Cloud dev-ops, OS, DB, Application, Storage and Network Systems)
At least 3 years' experience in Service Management
At least 3 years experience in Client Facing
At least 1-year experience in any Cloud Dev-ops platform (Preferred)
English: Fluent
Critical Thinking, Problem Solving, Leadership Capacity, Ownership, and accountability.
Active Listening and confidence to provide recommendations
ITIL certified (Preferred)
Country/Region: India/Mumbai/Bangalore
Preferred Technical and Professional Experience:
Identifying Major Incident impact that directly affects the customer's ability to function.
Coordinating resources to expedite recovery of Major Incidents to the customer.
Providing real-time communication of recovery plans, actions, and status to Management and Service Management.
Identifying resources required to restore service needs and making necessary resource allocation adjustments where possible
Analytical & Technical bent of mind
Aggressive Problem Resolver and go-getter or Can Do attitude
Eligibility Requirements:
Experience in MIM: At least 3-9 Years
Budget: No Constraint for Right Candidates
Notice Period: Immediate Joiner
Location: Mumbai/Bangalore
Education: B.E/B.Tech/M.C.A/BSC-IT, Graduate(Any technical degree)

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