Incident Management

4 weeks ago

bangalore, India Alp Consulting Limited Full time

Dear Candidates

Urgent Requirement

Position - Incident Management Command Center / NOC Engineer

Exp - 1 to 2 Years

Salary - 2 to 4LPA

Location - Hyderabad/Bangalore

Role Command Center Engineer

Job Responsibilities:

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.

Key Skills and Experience:

2 - 4 years of relevant experience with following skillsets

  • Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy, etc.,).
  • Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
  • Demonstrating proficiencies in at least one of the technology domains.
  • Proven understanding of ITIL framework
  • Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.
  • Basic knowledge of working in .NET / Java, monitoring tools is preferred.
  • ITIL 4 certification is a plus.

Job Title:

Hi Applicants

Hiring for a Job in a Reputed Organization(Product and Service based company) .

Here is a Gateway to it, through ALP Consulting.

Recruiting

Employment Type: Permanent

Experience:

Skills Required:

  • Excellent Communication Skills
  • Strong Experience in :

Job Location: Pan India

Note: Maximum 60 Days Notice Period will be Prioritized.

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