Incident Manager
4 days ago
About The Role
Incident Manager - About The Role
- Perform L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
 - Monitoring alerts or incidents and acknowledgement per defined SLA.
 - Perform health check activities and monitor performances of infrastructure components & applications.
 - Engage third parties (as required) to support resolution for Supplier Services
 - Initiate the technical bridge upon Major Incident declaration.
 - Engage Incident commander/ supervisor/on call manager.
 - Engage other technical teams to support resolution for supplier services.
 - Confirmation with end users for issue resolution and update all stakeholders on technical bridge.
 - Keep the incident updated as per discovery or end user information on real time basis.
 - Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
 - Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
 - For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
 - Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
 - Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.
 - Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.
 - Perform proactive problem management.
 - Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
 - Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.
 
Must Have 
- Experience in Jira, Monitoring & ServiceNow tools
- MS Office Tools
- Ability to create monitoring dashboard
- Ability to drive MI calls
- Strong Problem-Solving skills
Good to Have 
- Any Scripting/programming language
- ITIL certification
- SQL basics
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