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Critical Service Responder

2 weeks ago

Hyderabad, Telangana, India Buchanan Technologies Full time

Key Responsibilities and Requirements:

The Critical Service Responder will be responsible for leading and coordinating the response to critical incidents that impact our services and operations. Key responsibilities include:

  • Acting as the central point of contact and coordination for major incidents, ensuring effective communication and collaboration among internal teams, stakeholders, and external partners.
  • Quickly assessing the severity and impact of incidents, prioritizing response efforts, and mobilizing resources to resolve incidents within agreed-upon service level objectives (SLOs).
  • Facilitating incident triage, analysis, and resolution by engaging relevant technical teams, subject matter experts, and third-party vendors as necessary.
  • Providing timely updates and status reports to stakeholders, including executive leadership, business partners, and customers, throughout the incident lifecycle.
  • Leading post-incident reviews and root cause analysis sessions to identify underlying issues, systemic weaknesses, and opportunities for process improvements.
  • Developing and maintaining comprehensive documentation, including incident reports, playbooks, and knowledge articles, to support incident management activities and promote organizational learning.
  • Proactively identifying trends, patterns, and recurring issues that may lead to future incidents, and working with cross-functional teams to implement preventive measures and corrective actions.
  • Collaborating with other ITIL processes, such as Change Management, Problem Management, and Service Level Management, to ensure alignment and integration of incident management activities.

Qualifications:

  • A bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • 2+ years of experience in IT Service Management (ITSM) with a focus on Incident Management, preferably in a large-scale enterprise environment.
  • Strong understanding of ITIL frameworks and best practices; ITIL certification is highly desirable.
  • Proven experience managing major incidents, coordinating crisis response efforts, and engaging with senior-level stakeholders.
  • Excellent problem-solving, decision-making, and analytical skills, with the ability to work under pressure in a fast-paced environment.
  • Strong communication and interpersonal skills, with the ability to translate technical issues into clear and concise business terms.
  • Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
  • Familiarity with monitoring and alerting tools to proactively detect and assess potential incidents.
  • Ability to lead and facilitate post-mortem reviews, conduct root cause analysis, and drive continuous service improvement initiatives.