Incident Resolution Expert

1 day ago


Hyderabad, Telangana, India HighRadius Full time

About HighRadius

HighRadius is a leading provider of cloud-based Autonomous Software for the Office of the CFO. We have transformed critical financial processes for over 800+ leading companies worldwide.

We are trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others.

We optimize order-to-cash, treasury, and record-to-report processes, earning us back-to-back recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

We have a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, with a robust year-over-year growth of 24%.

We have a global presence spanning 8+ locations and are in the pre-IPO stage, poised for rapid growth.

Job Description

The Incident Resolution Expert will collaborate with other teams, including vendors, to drive incidents to closure.

They will lead Major Incidents (P1 & P2) in full capacity, working towards restoring services with the best possible effort while minimizing impact.

Bridge leadership and coordination during mission-critical incidents will be a crucial role of the Incident Resolution Expert.

Sending out communication and timely notifications for all incidents will also be their responsibility.

The Incident Resolution Expert will continually work on ageing tickets, ensuring no open, unattended, or unassigned tickets remain for more than the agreed duration.

They will be responsible for sending daily/weekly/monthly reports on IM performance, tickets, dashboards, and management reports related to incidents.

The Incident Resolution Expert will represent all P1 incidents in the daily 8 AM status with NMG, providing information and status on all pending/open and closed incidents.

They will collaborate with tower leads and take ownership of educating/training PRG on the IM process, escalation process, and engagement processes for effectiveness.

The Incident Resolution Expert will also own Service Requests and work towards timely closure of all SRs.

Coordinate activities between multiple support groups at all levels to ensure adherence to Service Level Requirements (SLRs) where multiple groups are needed to resolve a single incident.



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