Incident Controller Ii

2 days ago

Noida, India Stefanini, Inc Full time

**Duties & Responsibilities: Incident Management**
- Respond to a reported incident, identifying the cause, and initiating the incident management process.
- Act and be recognized as a single point of contact for all the problems.
- Prioritizing incidents according to their urgency and influence on the business.
- Investigate and diagnose incidents to restore a failed service/functionality as quickly as possible
- Initiate and drive troubleshooting sessions to expedite resolution.
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.
- Verify resolution with end-users and resolve assigned Incidents.
- Draft and send notification to all stakeholders for highlighting the status of incidents.
- Document troubleshooting steps and service restoration details.
- Prepare documents that outline incident protocols such as how to handle security threats or how to correct service failures.
- Create and submit knowledge articles (KBs).
- Identify problems and report appropriately.
- Escalate incidents at risk of breaching Service Level Agreement/Operational Level Agreement.
- Escalate unresolved Incidents to next level.
- Maintains and periodically circulate inventory of incidents under analysis and their current progress and status.
- To review the incident trends in order to plan and drive improvement plans.
- Good communication skills.
- Should be open to work in Incident Management role.
- ITIL Knowledge or Certification
- ** Tools** - Service Now, Nagios, New Relic, Jira, Confluence, MS Office (Excel, PPT), Analytics and RCA tools

**Problem Management**
- Define the problem management processes.
- Coordinate between various teams to identify the root cause of a problem
- Expedite the workaround or permanent solution.
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.
- Monitor the problems to ensure that the Service Level agreements are met.
- Appropriate dissemination of technical and business impact after major incidents.
- Ensure major problems have the correct level of management escalation
- Obtain complete root cause diagnosis for problems including the assignment of appropriate actions to prevent re-occurrence
- Use problem metrics reports provided by the Global Reporting Team and track to completion including action items
- Ensure management and compliance controls are applied to all aspects of service execution
- Create, drive, track and manage problem records and root cause analyses
- Review and approve problems and agree appropriate action items. Perform quality review
- Escalation of problem resolution issues to senior management
- Communication of problem action items to business approver and if applicable, to the clients businesses, internal technology teams or third party vendors
- Liaison with other Service Management teams for support in delivering Problem Management, including: Change, Configuration, Knowledge, Release and Incident Management

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