Incident Resolution Specialist

4 weeks ago


Pune, Maharashtra, India LotusFlare Full time
Role Summary

LotusFlare is seeking an experienced Incident Manager to join our team. As an Incident Manager, you will be responsible for managing critical incidents, facilitating triage, and engaging technical support teams. Your primary goal will be to ensure seamless service restoration and effective communication with stakeholders.

Key Responsibilities
  • Manage critical incidents, facilitate triage, and engage technical support teams to ensure timely and effective resolution.
  • Coordinate service restoration activities and communicate all relevant details to key business and client stakeholders.
  • Ensure that ITIL-aligned Incident Management processes are followed to maintain consistency throughout the organization.
  • Document details related to major incidents, including root cause analysis and preventative actions.
  • Participate in root-cause and postmortem reviews, and contribute to the Incident/Problem Management process as needed.
  • Collaborate with a global team to coordinate incident management across regions, participate in communications, reporting, and follow-up actions.
  • Demonstrate a strong inclination towards organizing and structuring information, with a focus on adapting to evolving business needs and processes.
Requirements
  • Excellent verbal and written communication skills, with the ability to articulate complex technical information in a clear and concise manner.
  • Solid interpersonal skills and a positive disposition, with a strong desire to help others succeed.
  • Ability to self-motivate, identify, and implement appropriate actions with high-level direction and minimal guidance.
  • Proven ability to exercise calmness under extreme pressure, with a strong problem-solving mindset.
  • Ability to identify and determine the impact of incidents on business, and drive the escalation and response plan accordingly.
  • Outgoing and collaborative approach to daily work and interactions, with a no-nonsense approach to solving problems and driving results.
Desired Skills
  • Strong understanding of ITIL and Major Incident Management practices.
  • Experience with automation and monitoring technologies.
  • Good understanding of infrastructure technologies and Data-center.
  • Knowledge of Hybrid Cloud, IaaS, PaaS, Networking, Storage/database, and Mainframe Computers would be an added advantage.
Experience & Education

Demonstrable experience working in an operational area of IT, within a large or multi-client environment, with a strong track record of increasing responsibility or satisfactory results. ITIL Foundation V3/V4 Certification is a plus.

Competitive salary package, paid lunch, private healthcare, yearly bonus, trainings, and workshops, and truly flexible working hours.



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