Operation Incident Executive

3 weeks ago

Noida, India Sopra Steria Full time

Key Deliverables:

- Incident Management Process execution & improvements to deliver value.

Supporting the delivery and execution of the Incident management process on a day-to-day basis, ensuring that process interfaces work efficiently and effectively.

Managing all type of incidents primarily MI.

Timely generation of PIR reports following an MI.

Chairing the Incident and Problem review meetings.

Notifying the participants in Incident management process when standards and procedures are not being followed.

Generate weekly / monthly outage incidents reports. Review the SLA performance & recommend any service improvement plans.

Enable reporting of KPIs and achievements against targets such as those in OLAs.

Responsible for overall SLA adherence.

Mandatory Skill:
Experienced person working on IT Service Management domain with skills on Incident Management in IT Infrastructure field.
Should have working knowledge and experience in Infrastructure Management
Driving the efficiency and effectiveness of the incident management process.
Should have worked on high priority P1 and Major Incidents.
Experience in handling bridge calls and driving Incidents to closure.
Should have exposure and understanding of various Problem and Change Management processes.
Ensuring that all IT teams follow the incident management process for every incident.
Good communication and written skills.
ITIL Foundation Certified
Preferrable experience working in Complex IT Infrastructure environment with Servers, Network and Database exposure.
Co-ordinate the focus of detailed trending aligned with target areas identified. Conduct high level overview trending (especially around Critical Incidents), Provide feedback to Incident Categorization based upon findings in Problem management to improve the quality of MI available.
Provide and identify, facilitate and implement process improvement ideas to improve efficiency.
Experience in preparing, analysing and presenting reports
Experience working in hand with Monitoring Teams to drive Incidents generated via monitoring tools.

Desirable Skills:
ITIL intermediate certification is desirable.
Understanding of Windows and Azure cloud infrastructure.
Knowledge of quality management tools and methodologies.
Handle conflict situations and make quick decision while driving incidents

Key Deliverables:

- Incident Management Process execution & improvements to deliver value.

Supporting the delivery and execution of the Incident management process on a day-to-day basis, ensuring that process interfaces work efficiently and effectively.

Managing all type of incidents primarily MI.

Timely generation of PIR reports following an MI.

Chairing the Incident and Problem review meetings.

Notifying the participants in Incident management process when standards and procedures are not being followed.

Generate weekly / monthly outage incidents reports. Review the SLA performance & recommend any service improvement plans.

Enable reporting of KPIs and achievements against targets such as those in OLAs.

Responsible for overall SLA adherence.

Mandatory Skill:
Experienced person working on IT Service Management domain with skills on Incident Management in IT Infrastructure field.
Should have working knowledge and experience in Infrastructure Management
Driving the efficiency and effectiveness of the incident management process.
Should have worked on high priority P1 and Major Incidents.
Experience in handling bridge calls and driving Incidents to closure.
Should have exposure and understanding of various Problem and Change Management processes.
Ensuring that all IT teams follow the incident management process for every incident.
Good communication and written skills.
ITIL Foundation Certified
Preferrable experience working in Complex IT Infrastructure environment with Servers, Network and Database exposure.
Co-ordinate the focus of detailed trending aligned with target areas identified. Conduct high level overview trending (especially around Critical Incidents), Provide feedback to Incident Categorization based upon findings in Problem management to improve the quality of MI available.
Provide and identify, facilitate and implement process improvement ideas to improve efficiency.
Experience in preparing, analysing and presenting reports
Experience working in hand with Monitoring Teams to drive Incidents generated via monitoring tools.

Desirable Skills:
ITIL intermediate certification is desirable.
Understanding of Windows and Azure cloud infrastructure.
Knowledge of quality management tools and methodologies.
Handle conflict situations and make quick decision while driving incidents

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