Critical Incident

2 weeks ago


Mumbai Maharashtra, India Cover-More Full time

**Description**:
Are you ready to grow your career in our global tech hub?

Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveler’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs

In the post-pandemic world, travel insurance is more important than ever. We are committed to delivering an exceptional service for our customers and we want you to be part of that journey.

So, what’s the job?

You’ll drive process improvement in IT Service Management space.
You’ll possess the ability to work unsupervised, weekdays and weekends shift as part of a roster.
You’ll escalate incidents that cannot be resolved within agreed SLA.
You’ll possess the ability to run and co-ordinate major incident investigations till closure.
You’ll prepare post Incident review reports to analyse root cause, fix applied and preventive actions.
You’ll possess knowledge in ServiceNow, ITIL Incident Management and Problem management processes is mandatory.
You’ll possess knowledge/ work experience in Splunk and NewRelic
You’ll assist in Service Management Governance reporting for Incident and Change Management regarding SLA, OLA and KPIs.
You’ll assist in Driving the audits for ISMS, SOC 2, PCI etc.
You’ll assist in conducting routine User Access review activities.

And what are we looking for?

You’ll possess a bachelor’s or master’s degree in information technology or computer science. (BE, B.Tech, M.Tech in IT or Computer Science)
You’ll have 5 plus years of experience in a business facing technology role.
You’ll be working under ITIL principles and standards and understanding of ITIL (Information Technology Infrastructure Library) and its significance for Incident and Problem management process.
You’ll have the working knowledge on managing incident prioritization, analysis, resolution, and communications along with post incident reporting with RCA, preventive, and improvement actions.
You’ll possess the knowledge of managing information and document on Microsoft SharePoint.
You’ll be required to work on rational shift bases.

So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

**We have more than 1500 employees worldwide**: we’re a global group of digital natives, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme.

**We also offer some other perks including**:
Mediclaim insurance cover in case of any health emergency
Coverage under group personal accident insurance
Flexible and compressed work weeks and hybrid working options.
Generous range of paid leave - 21 annual leave days, 6 sick leave days, 12 public holidays
An extra day off for you to take on your birthday or your annual work anniversary
Night shift allowance and work from home during the night shift


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