IT Operations Engrg Manager

Job Description

What's the role

The role of an Incident Manager is central to service management and business operations. In this role you will ensure that incidents (unplanned interruptions, degradations, or failures in services) are handled quickly, efficiently, and with minimal impact to the business. You will ensure uninterrupted business continuity and round-the-clock alignment of services with organizational needs.In addition you will:

- Incident Handling & Coordination: Take ownership of incidents, especially major incidents, and coordinate resolution efforts across teams.
- Prioritization: Assess impact and urgency, and ensure incidents are prioritized appropriately.
- Communication: Keep stakeholders (users, customers, management) informed with timely updates.
- Escalation Management: Escalate incidents to technical specialists, or higher management based on defined timelines.
- Resolution & Recovery: Ensure services are restored as quickly as possible while minimizing disruption.
- During major incidents: Act as single point of contact, facilitate bridge calls, drive collaboration with different teams, document incident timelines / actions / lessons learned / recommendations
- Prepare Major incident report after major incident resolution
- Continuously review and improve incident management processes, tools, and documentation to enhance the effectiveness and efficiency of the incident management function.
- Review Incident Management KPIs monthly and drive improvements based on gap analysis
- Train and mentor team members on incident management best practices, ensuring a consistent and high-quality response to incidents across shifts.

Who are you

You are a fast learner and are comfortable working with little direction. You take initiative and bring up ideas. In addition you have the following:

- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 8+ years of experience in IT operations, with at least 2 years in an incident management lead role.
- Excellent communication skills, with the ability to convey complex technical information clearly to both technical and non-technical stakeholders.
- Good understanding of IT service management frameworks (e.g., ITIL) and best practices.
- Proven experience of handling major IT incidents in a fast-paced, complex environment.
- Ready to work in shifts (including nights, weekends, and HERE / India holidays) as part of a 24x7 Operations team.
- Good to possess shift management experience.

What we offer

HERE offers an opportunity to work in a cutting-edge technology environment with challenging problems to solve You can make a direct impact on delivery of company's strategic goals and the freedom to decide how to perform your work. We will support you in delivering your day-to-day tasks and achieving your personal goals and developing your skills. Personal development is highly encouraged at HERE. You can take different courses and training at our online Learning Campus and join cross-functional team projects within our Talent Platform.

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Who are we

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes - from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people's lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.

You will be part of the Support Operations aka NOC (Network Operations Centre) team. It provides 24 x 7 support to customers and HERE platform and product service teams by enabling them to work efficiently, consistently, and at scale. The core function of this team is to perform Incident and Change Management functions. And as part of incident management, alert monitoring and ticket creation, prioritization, customer ticket response and communication, manage major incidents including major incident communication, etc. This team also provides advanced incident support by reviewing logs to confirm service and customer impacts for major incidents.