Critical Incident Resolution Specialist

3 weeks ago


Kolkata, West Bengal, India PeopleLogic Full time

We are PeopleLogic, a multi-national company providing IT services. Our expertise spans software and consultancy services across diverse industries such as Finance, Education, Insurance, Retail, Energy, Life Science, and Healthcare.

For this role, we are looking for an experienced Critical Incident Resolution Specialist to join our team in Kolkata. The ideal candidate should have 8-12 years of experience in incident and problem management with a proven track record of resolving complex technical issues.

The successful candidate will be responsible for:

Key Responsibilities
  1. Leading the resolution of critical incidents and major incidents through effective communication and collaboration with stakeholders.
  2. Developing and implementing strategies to drive down the backlog of tickets and improve overall service delivery.
  3. Creating and maintaining accurate reports and dashboards to track incident progress and resolution.
  4. Identifying potential major incidents and taking proactive measures to prevent them.
  5. Driving technical and business bridge calls to facilitate incident resolution and improvement.

The ideal candidate will possess:

Required Skills and Qualifications
  • ITIL V3 or V4 certification with expertise in incident and problem management.
  • Hands-on experience with ServiceNow or other service management tools.
  • Excellent written and verbal communication skills with the ability to work effectively in a 24x7 environment.
  • Basic reporting skills using Excel and presentation software.
  • L2 technical skill set with a focus on process excellence.

We offer a competitive salary range of ₹15-25 lakhs per annum, depending on experience and qualifications. If you are a motivated and detail-oriented professional looking for a challenging role, please submit your application.



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