Critical Incident Manager

5 days ago

Ghaziabad, Uttar Pradesh, India beBeeResolution Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Incident Resolution Specialist

We are seeking a highly skilled Incident Resolution Specialist to join our team. As an Incident Resolution Specialist, you will play a critical role in analyzing and facilitating immediate responses to incidents affecting end-users. Your expertise will be required to advise and consult on moderately complex to complex incidents, including significant events and management communications.

Key Responsibilities:
  • Analyze and facilitate immediate response to incidents for groups of end-users, ensuring minimal business disruption.
  • Advise/consult on moderately complex to complex incidents, including significant events and management communications, to ensure effective resolution.
  • Actively engage other IT groups and/or Business partners to drive and solve for service restoration as soon as possible, minimizing business impact.
  • Document incident details per exit criteria to Problem Management, maintaining transparency and accountability.
  • Communicate incident status to various levels of the organization, providing timely updates and progress reports.
  • Provide direction and coaching to technical support employees involved in the incident, promoting knowledge sharing and skill development.
  • Experience working with cross-functional teams and leading matrixed groups, fostering collaboration and cooperation.
  • Strong interpersonal skills, including collaboration, negotiation, and effective communication with all audience levels verbally or in writing.
  • Demonstrated leadership with organizational presence, authority, and responsibility to prioritize, track, and drive execution in stressful, high-visibility situations.
  • Working knowledge of infrastructure components and interrelationships associated with support of WAN, network access and authentication, email, and other collaboration products/SaaS solutions, hosting, etc.

The ideal candidate will possess strong leadership skills, excellent communication abilities, and a proven track record of working effectively with cross-functional teams. If you are a strategic thinker with a passion for resolving complex problems, we encourage you to apply for this exciting opportunity.

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