Incident Response Specialist

3 weeks ago


Chennai, Tamil Nadu, India Photon Full time

Incident Manager Job Description

Key Responsibilities

  • Perform L1.5 troubleshooting and resolution for Infrastructure and application related issues as per knowledge articles.
  • Monitor alerts or incidents and acknowledge per defined SLA.
  • Perform health check activities and monitor performances of infrastructure components and applications.
  • Engage third parties as required to support resolution for Supplier Services.
  • Initiate the technical bridge upon Major Incident declaration.
  • Engage Incident commander/supervisor/on call manager.
  • Engage other technical teams to support resolution for supplier services.
  • Confirm issue resolution with end users and update all stakeholders on technical bridge.
  • Keep the incident updated as per discovery or end user information on real time basis.
  • Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
  • Monitor the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
  • For P1/P2 incidents, where vendor is involved, ensure that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
  • Ensure Outage notifications are sent by the technical manager in case of major outages. Follow up with technical managers to get the status of the incident on regular intervals.
  • Receive Management reports on a periodical interval and assess the reports for any opportunities for areas of Improvement.
  • Create reports on ITSM tool for weekly incident trends and share with the required stakeholders.
  • Perform proactive problem management.
  • Validate the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization, and configuration item are accurate.
  • Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.

Requirements

  • Experience in Jira, Monitoring & ServiceNow tools
  • MS Office Tools
  • Ability to create monitoring dashboard
  • Ability to drive MI calls
  • Strong Problem-Solving skills

Desirable

  • Any Scripting/programming language
  • ITIL certification
  • SQL basics


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