Senior Production Support Specialist

1 day ago

Bengaluru, Karnataka, India beBeeIncidentManager Full time

Seeking a skilled Incident Manager to oversee production incidents and lead technical teams in resolution.

About the Role

This is an exceptional opportunity for a seasoned professional to utilize their expertise in incident management, problem-solving, and team leadership to drive business success.

We are looking for someone with:

  • Strong relationship management skills and aptitude to multi-task and work well in a high stress environment.
  • Ability to analyze different components of infrastructure and application environments during Incident triage calls.
  • Aptitude to influence other technical teams on incident calls and articulate troubleshooting steps effectively.
Responsibilities
  • Manage production incidents to resolution in a 24/7/365, over the weekend on-call environment using standard processes and inform management at all levels of status, impact, and resolution actions.
  • Effectively lead and guide Incident triage calls from a technical perspective analyzing different components of infrastructure and application environments using event monitoring solutions.
  • Influence other technical teams on calls and articulate troubleshooting steps effectively.
  • Lead required technical follow-up calls for high-profile incidents.
  • Ensure appropriate functional and management escalation takes place as per standards and procedures.
  • Follow up on items that could potentially negatively impact production operations, assist with post-mortem related activities, and support various efforts related to operational improvements.
  • Implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests based on recommendations from management.
  • Experience and confidence working with all levels of management; excellent written and verbal skills.
  • Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels.
  • Hands-on experience with ServiceNow or other ticketing tools is required.

Education:

Bachelor's Degree or equivalent required.

Minimum Experience:

10+ years of related experience.

Technical Competencies & Experience:

  • 7+ years of working experience with different IT Infrastructure components such as Unix/Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, web logic, LDAP, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on.
  • 3+ years of working experience with applications in a production support environment using above technologies.
  • Proficiency with Word, Excel, and PowerPoint and presenting to senior management using data and information from these tools.
  • ITIL certification is desired.

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