Global Incident Resolution Specialist

3 days ago


Hyderabad, Telangana, India HighRadius Full time
About Us

HighRadius, a leading provider of cloud-based software solutions for the Office of the CFO, has transformed critical financial processes for over 800+ companies worldwide. Trusted by prestigious organizations like 3M, Unilever, and Anheuser-Busch InBev, HighRadius optimizes order-to-cash, treasury, and record-to-report processes.

We have been recognized in Gartner's Magic Quadrant and are part of Forbes Cloud 100 List for three consecutive years. With a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, we experience robust year-over-year growth of 24%. Our global presence spans 8+ locations, with recent additions including Poland. We invite passionate individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.

Job Description

The incident manager will collaborate with other teams, including vendors, to drive the incident to closure. They will lead Major Incidents (P1 & P2) and work towards restoring services with minimal impact. Bridge leadership and Coordination during Mission-critical incidents are crucial roles of the IM.

The Incident Manager is responsible for sending timely notifications for all incidents and continually working on ageing tickets to ensure no open, unattended, or unassigned tickets remain unresolved for more than the agreed duration. Daily/weekly/monthly reports on IM performance, Tickets, Dashboards & Management reports related to Incidents will be provided by the Incident Manager.

The Incident Manager represents all P1 incidents in the daily 8 AM status with NMG and provides information and status on all pending/open & closed incidents. IM collaborates with Tower Leads and takes ownership of educating/training PRG on the IM process, Escalation process, & engagement processes for effectiveness. Service requests and their timely closure are also owned by the Incident Manager.

Requirements

ITIL Foundation or Expert Certification (Preferred)

Strong communication skills, coordination and collaboration skills, an eye for detail, and a good understanding of statistical and analytical principles and processes are essential. The ability to interact successfully with all levels of the Customer and IT provider organization is necessary. Good negotiating, problem-solving, facilitation, and moderation skills are also required. Knowledge and experience of contract and supplier management roles, specifically how it ties into Service Level Agreements (SLAs), are valuable.

Benefits

Competitive salary: $120,000 per annum, based on location and experience. Fun-filled work culture, equal employment opportunities, and the chance to build with a pre-IPO Global SaaS Centaur make this role attractive.



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