Incident Resolution Specialist

9 hours ago

Chennai, Tamil Nadu, India beBeeIncident Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title

Achieve Incident Management Excellence

Description:

  • Resolve L1.5 infrastructure and application related issues efficiently, leveraging knowledge articles.
  • Maintain continuous alert monitoring and acknowledge incidents according to defined SLAs.
  • Perform routine health checks and monitor the performance of infrastructure components and applications.
  • Engage third-party support as required for supplier services resolution.
  • Initiate technical bridges during major incident declarations.
  • Collaborate with the incident commander, supervisor, or on-call manager as needed.
  • Promptly engage other technical teams to support supplier services resolution.
  • Verify issue resolution with end-users and update all stakeholders on technical bridges.
  • Keep incident updates current based on real-time discovery or end-user information.
  • Coordinate with technical managers and teams to provide updates via bridge calls and maintain playbook accuracy.
  • Monitor incident volumes, resolutions, pending incidents, complaints, and escalations regularly.
  • Actively manage vendor-involved P1/P2 incidents, ensuring timely resolution from vendors.
  • Ensure outage notifications are sent by technical managers in case of major outages, following up on status updates at regular intervals.
  • Analyze management reports periodically to identify areas for improvement opportunities.
  • Generate weekly incident trend reports using ITSM tools and share with relevant stakeholders.
  • Pursue proactive problem management practices.
  • Validate the accuracy of submitted service requests to ensure proper categorization, prioritization, and configuration items.
  • Be willing to work varied shifts, hand over tasks to global teams, and provide on-call support during off-business hours.

Requirements:

  • Proficiency in Jira, ServiceNow, and MS Office tools.
  • Ability to create monitoring dashboards.
  • Capacity to drive MI calls.
  • Strong problem-solving skills.

Benefits:

  • Experience in scripting/programming languages.
  • ITIL certification.
  • Basic SQL knowledge.

Others:

],

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