Incident Manager

4 weeks ago


BangaloreChennai, India ALP Consulting Full time

Responsibilities and Challenges :

- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible;.

- Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus;.

- Leveraging technology to issue all communications and providing key stakeholder management.

- Associate Incidents with other records (i.e.Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.);.

- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.

- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.

- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution.

- Being accountable for resolving the outage via workaround or permanent fix.

- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews.

- Supporting and nurturing process improvements and knowledge base improvements.

- Continually maintaining and developing tools and resources to manage major incidents effectively.

- Providing periodic major incident metrics reports.

Qualifications :

- ITIL 4 foundation certificate is required.

- Incident Management knowledge and experience demonstrating understanding of both SLA & OLA delivery.

- Exceptional written and verbal communication skills in English.

- Be able to communicate with senior management and translate a technical issue to business language including immediate impact and risk to business.

- Meticulous attention to detail;.

- Proven critical thinking, deductive reasoning, and problem solving skills;.

- Good understanding of production IT Environment and IT Operations;.

- Ability to work rotating shifts to support 24/7/365 organization;.

(ref:hirist.tech)
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