Incident Commander

3 days ago

Hyderabad Telangana, India HighRadius Full time

**About Us**

HighRadius, a renowned provider of cloud-based Autonomous Software for the Office of the CFO, has transformed critical financial processes for over 800+ leading companies worldwide. Trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others, HighRadius optimizes order-to-cash, treasury, and record-to-report processes, earning us back-to-back recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

With a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, we experience a robust year-over-year growth of 24%. With a global presence spanning 8+ locations and a recent addition in Poland, we're in the pre-IPO stage, poised for rapid growth. We invite passionate and diverse individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.**

**Roles and Responsibilities**
- The incident commander will collaborate with other teams, including vendors, to drive the incident to closure.
- The incident commander will lead the Major Incident (P1) in full capacity and work towards restoring services with the best possible effort minimizing the impact.
- Bridge leadership and Coordination during a Mission-critical incident will be a crucial role.
- Send out communication and timely notification for all incidents will be the responsibility.
- The incident commander will continually work on all Ageing tickets and ensure no open, unattended, unassigned tickets for more than the agreed duration.
- The Incident commander will be responsible for sending out daily/weekly/monthly reports on IM performance, Tickets, Dashboards & Management reports related to Incidents.
- The Incident commander will collaborate will all tower leads and take ownership of educating/training PRG on the IM process, Escalation process, & engagement processes for effectiveness.
- The Incident commander will also own CAB adherence
- Coordinate activities between multiple support groups at all levels to ensure adherence to SLAs where multiple groups are needed to resolve a single incident

**Required Skills**:

- ITIL Foundation or Expert Certification (preferred)
- Strong communication skills
- Coordination and Collaboration skills
- Eye for detail & Good understanding of statistical and analytical principles and processes
- The ability to interact successfully with all levels of the Customer and IT provider organization.
- Good negotiating, problem-solving, facilitation, and moderation skills
- Knowledge and experience of contract and supplier management roles (how it ties into Service Level Agreements (SLAs)

**What You'll Get**
- Competitive salary.
- Equal employment opportunities.
- Opportunity to build with a pre-IPO Global SaaS Centaur.

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