Incident Management Specialist

5 days ago

Hyderabad, Telangana, India RealPage, Inc. Full time

Job Summary

RealPage, Inc. is seeking a highly skilled Incident Manager I to lead critical bridge calls in agile problem solving to drive restoration and recovery of our SaaS-based applications. The ideal candidate will have a good blend of technical and soft skills, with strong deductive reasoning capabilities and excellent communication skills.

Key Responsibilities

  • Serve as a Major Incident Manager to drive the efficiency and effectiveness of critical incident bridge calls, including notifications and engagement of relevant resources.
  • Control conference bridge, focusing teams on service restoration to maintain service level availability or performance targets.
  • Share major incident duties with NOC Engineers during outages to expedite initial trouble-shooting tasks and escalations.
  • Share executive communications for major incidents to ensure clear and timely updates to Client Success teams and internal stakeholders.
  • Assist Product Support departments in investigating and resolving customer-reported performance issues.
  • Complete root cause identification and assist with composition of client Root Cause Analysis statements.
  • Perform Problem Management End-to-End to ensure Root cause is derived and take necessary short-term and long-term preventative plans.
  • Effectively run postmortem meetings to identify follow-up actions.
  • Follow up and track postmortem action items to completion.
  • Compose draft of client-facing root cause analysis and track approval and publishing of the document.
  • Attend Change Advisory Board meetings to keep oneself updated.
  • Work, track, and document activities through the RealPage ticketing system, and resolve tickets as assigned while meeting operational metrics.
  • Adhere to the policies and procedures of the Information Technology department to ensure all incident and event tasks are maintained as per KPI standards and to meet compliance.

Required Knowledge/Skills/Abilities

  • Minimum 5-8 years of experience in Incident Management role.
  • Command and control. Must have strong problem-solving skills and ability to drive agile decision-making while actively leading bridge calls.
  • Track parallel tasks and paths to remediation. Document actions, changes made, and follow up on each task.
  • Possess working knowledge of common IT applications, and an understanding of the SaaS industry.
  • Exceptional communication skills for relaying technical information to others, including written communication appropriate for an executive audience.
  • Ability to extract impact and urgency details to be able to create a concise impact statement. Help Customer Success wordsmith client notifications at times.
  • Should be working as an Incident Manager or working in a Network Operations Center responsible for escalated incidents.
  • Ability to use Word, Excel, and PowerPoint, PowerBI.
  • Experience using Infra/Application monitoring tools and ability to correlate alerts to identify potential impact.
  • Demonstrated business professional attitude when working with internal and external customers.
  • Must be able to work unconventional hours, which will include nights and weekends, and some holidays as required. NOC Operations run 24/7.

Preferred Knowledge/Skills/Abilities

  • Preference given to ITIL Foundations certified professionals.
  • IT recognized certifications such as CCNA, AWS Associates, Redhat, or CompTIA.
  • Operational experience with Service Management/Problem Management is helpful.
  • Familiarity with Linux/Microsoft Server, including experience restarting web services, reviewing logs, checking event viewers, schedulers, system utilization.
  • Experience using Infra/Application monitoring tools and ability to correlate alerts to identify potential impact.
  • Experience using Microsoft's System Center Operations Manager (SCOM) or SolarWinds is preferred.
  • Experience using APM Tools like ELK, AppDynamics is preferred.
  • General understanding of web services, databases, Virtualization, and cloud application technologies.
  • Demonstrated ability to follow procedures and ensure that others are following departmental procedures.

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