Production Incident Resolution Specialist

2 days ago

Bengaluru, Karnataka, India beBeeIncident Full time ₹ 5,00,000 - ₹ 8,00,000
Incident Management Role

We are seeking a highly skilled Incident Manager to join our team. This is a critical role that requires strong leadership and communication skills, as well as the ability to work effectively in a fast-paced environment.

As an Incident Manager, you will be responsible for managing production incidents from start to finish, ensuring that they are resolved in a timely and efficient manner. You will also be responsible for leading technical follow-up calls, collaborating with other teams to resolve issues, and implementing new processes and procedures as needed.

Key qualifications for this role include:

  • Bachelor's degree or equivalent required
  • 10+ years of related experience

The ideal candidate will have a strong background in IT infrastructure management, including Unix/Linux servers, Wintel servers, networks, firewalls, routers, load balancers, web logic, LDAP, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on.

Additionally, the successful candidate will have:

  • 7+ years of working experience with different IT Infrastructure components
  • 3+ years of working experience with applications in a production support environment using above technologies,
  • Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools.
  • ITIL certification is desired.

Responsibilities may include:

  • Manage production incidents to resolution in a 24/7/365 environment
  • Lead and guide incident triage calls from a technical perspective
  • Influence other technical teams on the calls and articulate troubleshooting steps effectively
  • Lead required technical follow-up calls for high profile incidents
  • Ensure appropriate functional and management escalation takes place as per the standards and procedures
  • Follow up on items that could potentially negatively impact production operations

Benefits of this role include:

  • Opportunity to work with a dynamic team
  • Chance to develop and implement new processes and procedures
  • Competitive salary and benefits package

Required skills and qualifications include:

  • Strong relationship management skills and aptitude to multi-task and work well in a high stress environment
  • Strong in code of Business conduct and ethics, Professional, Punctual and sticking to time lines for work assigned or picked up
  • Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools.

Other important details include:

  • Experience with ServiceNow, or other ticketing tools is required.
  • Ability to analyze different components of the infrastructure and application environments during Incident triage calls
  • Aptitude to influence other technical teams on the incident calls and articulate troubleshooting steps effectively
  • Experience and confidence working with all levels of management; excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms

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