Incident Manager-3

2 weeks ago

Pune Maharashtra, India Ensono Full time

Some of the things you will you be doing:
Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations
Provide a verbal summary of the business impact and urgency of the incident to call participants
Provide to the technical bridge participants specific details of the incident with steps to reproduce, if possible.
Document Troubleshooting steps taken and their results, to avoid repeating the same tests.
Ensure the Ensono Incident Management communication process is followed, so that communications occur in accordance with business expectations.
Manage each incident through to resolution.

What technical skills, experience, and qualifications do you need?
Ability to quickly assess/triage the nature of a reported problem
Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.
Demonstrate a structured approach to problem solving; logical and methodical.

**Required Skills**:
Business focus - demonstrate the ability to learn and understand the business and financial impact of an incident and articulate it to create a sense of urgency
Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.
Able to translate technical incidents into business terms.
Able to facilitate conversations with large groups of remote people.
Strong understanding of ITIL and Incident Management practices.
5+ years of experience in an Enterprise 24×7 Network Operations Center or Production Support environment required _OR_
5+ years Customer Service experience, Incident and Problem Management required.
Customer focus and ownership - displays initiative and a proactive approach to work.
Experience working in large and complex operations environments.
Exposure and familiarity with change, problem and release management.
Four year College degree in a technical field or equivalent experience

Desired Skills
Technical experience in network and server administration, including hands on experience.
Experience with monitoring technologies.
Web, IAM and Cloud experience a plus.

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