Enterprise Incident Resolution Specialist

5 days ago


Hyderabad, Telangana, India HighRadius Full time

About Us

HighRadius, a renowned global provider of cloud-based autonomous software for the Office of the CFO, has transformed critical financial processes for over 800 leading companies worldwide.

We've earned recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years. Our valuation exceeds $3.1B, with annual recurring revenue exceeding $100M, and we're experiencing robust year-over-year growth of 24%.

We have a global presence spanning 8+ locations, including Poland, and are poised for rapid growth as a pre-IPO company.

Key Responsibilities:

  • The incident manager will collaborate with teams to drive incidents to closure, focusing on Major Incidents (P1 & P2) that require restoration of services with minimal impact.
  • Bridge leadership and coordination during mission-critical incidents, ensuring timely communication and notification.
  • Work on ageing tickets, maintaining no open or unattended tickets beyond agreed durations.
  • Publish daily/weekly/monthly reports on IM performance, tickets, dashboards, and management reports related to incidents.
  • Represent all P1 incidents in the daily 8 AM status update, providing information and status on pending/open & closed incidents.
  • Collaborate with tower leads to educate/training PRG on the IM process, escalation process, and engagement processes for effectiveness.
  • Manage service requests and ensure timely closure of SRs.
  • Coordinate activities between multiple support groups to adhere to Service Level Requirements (SLRs).

Requirements:

  • ITIL Foundation or Expert Certification (Preferred)
  • Strong communication skills, coordination, and collaboration abilities.
  • An eye for detail and understanding of statistical and analytical principles and processes.
  • Able to interact successfully with customers and IT providers at various levels.
  • Negotiation, problem-solving, facilitation, and moderation skills.
  • Knowledge and experience in contract and supplier management roles (how it ties into Service Level Agreements (SLAs)).

What We Offer:

  • Competitive estimated salary: $110,000 - $140,000 annually.
  • Fun work culture.


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