[Urgent Search] Service Operations Manager II

3 days ago


Gurugram India Rackspace Technology Full time

Job Description Monday-Friday IST (9:30 to 6:30) Rotating weekend coverage (with days off in lieu) Experience: 8 years of experience in Incident Management, IT service management, or a similar role. Certifications: ITIL Foundation or higher certification is highly desirable but not mandatory Job Description: - The Incident Manager will be responsible for leading/managing the lifecycle of all high priority incidents, unplanned interruptions, service degradations, and failures in IT services while minimizing impact on business operations and ensuring service restoration - Ensure incidents are correctly logged, prioritized, categorized, and provide updates on incident status, impacts, resolution progress, and post-incident summaries. - Collaborate and coordinate with technical support teams and relevant business units to ensure efficient incident resolution. - Facilitate war room sessions and incident bridges for critical issues. - Work closely with problem management to transition incidents into problem - Analyse incident trends and make recommendations for changes to minimize repeat incidents. - Ensure adherence to ITIL practices and continuous improvement of incident management. Skills: - Strong problem-solving and analytical skills. - Multi-tasking - Excellent verbal and written communication. - Ability to manage stress and handle complex situations effectively. - Strong leadership with a focus on teamwork and collaboration. - Proficiency in incident management tools and platforms (e.g., ServiceNow, Jira). Work Environment: - This role may require on-call availability and flexibility to manage incidents outside regular business hours. - Ability to work under pressure in a high-paced and dynamic environment.



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