Assoc Servc Ops Exprt-incident

5 days ago

Bengaluru, India Microland Full time

Additional details

**Level**
- P3**Requirement location**
- India - Bengaluru**Number of Position**
- 1**Employment type**
- ML**Cluster/Group**
- Microland Delivery**Business Unit**
- US**Department**
- Service Desk & Service Mgmt.**Job Description**:
Major Incident management in IT infrastructure with experience of 6+ yrs.Detailed JD Below.
- Proactively lead and drive outages to quick service restoration; provide support and leadership for all incidents, especially high priority incidents
- Maintain control, ownership and operational authority of an outage triage during high pressure situations
- Actively direct and prioritize all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration
- Provide timely and concise updates to incident records and incident
- Ensure timely engagement of essential technical support teams/personnel
- Provide updates and escalate to various levels of management according to process
- Compose outage notifications and ensure content is complete, clear, concise and relevant to the audience
- Maintain operational process consistency across IT technologies
- Direct activities and establish command and control during Major incidents
- Prioritizing incidents according to their urgency, Impact and influence on the business.
- Coordinate and drive all activities during the incident on the incident bridge
- Provide frequent updates to incident bridge participants
- Drive the teams to excel on day to day operations & facilitate team meetings and engagements to sucessful results
- Drive quality compliance both internal & external to meet and exceed the targets and initiate service improvements as appropriate
- Engage with customer on daily, weekly, monthly governance reviews and enhance business engagements and experience
- Engage in Technical Interviews and work along with various supports team for fulfillment of requirements
- Initiate Team meetings and drive any team issues to smooth closure along with sharing various business, organization updates
- Plan, identify and drive technical trainings and requirements.Upscale self and team to meet and exceed the required role responsibilities

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