IT Operations Incident Manager

3 weeks ago


Bengaluru, Karnataka, India The Nielsen Company Full time
Incident Manager Role

We are seeking a skilled Incident Manager to join our IT department at The Nielsen Company. As an Incident Manager, you will be responsible for leading the incident management process to resolution and restoring our company's provided IT operations swiftly.

Key Responsibilities:
  • Oversee the incident management process and team members involved in resolving incidents, working towards continuous improvement (reducing MTTR, Quality Escapes, etc.).
  • Respond to reported service incidents, initiate the incident management process, restore service, and identify the root cause.
  • Prioritize incidents according to their urgency and influence on the business.
  • Manage and produce documents outlining incident protocols, such as handling cybersecurity threats or correcting server failures.
  • Collaborate with the incident management and application teams to ensure protocols are followed.
  • Log all incidents and their resolution to identify recurring malfunctions.
  • Adjust the incident management process as required to ensure its effectiveness.
  • Communicate with upper management if major issues are found in the IT system.
  • Manage incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Requirements:
  • Bachelor's degree in information technology, engineering, or a related field.
  • At least three years of experience working in IT service management or a similar role.
  • Strong knowledge of IT service management software, including ITIL.
  • Experience working with IT systems and software, such as ServiceNOW and Logic Monitor.
  • Solid knowledge of programming languages, such as SQL, Java, C++, and Scala.
  • Excellent managerial skills and ability to collaborate with team members.
  • Ability to analyze a high volume of technical data and work in a fast-paced environment.
  • Strong problem-solving, analytical, and time management skills.


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