Situation Management

1 day ago


Noida, Uttar Pradesh, India People Prime Worldwide Full time

Role : Situation Management

Location:
Noida

Experience: 3-7 Years

Role Type:
Permanent | Full time

Notice Period:
immediate

Key Responsibilities:

  • Own and manage Major Incidents (Sev1/Sev2) and urgent Sev3 in a 24x7 Incident Management environment
  • Log, assess, categorize, and prioritize incidents in ServiceNow (SNOW)
  • Initiate bridges, drive incident calls, and provide timely status updates
  • Coordinate with SMEs and infrastructure teams to ensure rapid resolution
  • Manage escalations as per defined procedures and CUSTOMER SPOC guidelines
  • Ensure end-to-end incident closure with proper approvals

Stakeholder & Governance:

  • Communicate incident status, ETAs, and resolution updates to stakeholders
  • Maintain accurate incident records, dashboards, and daily P1/P2 trackers
  • Drive RCA follow-ups and support audits, reviews, and compliance activities

Reporting & Continuous Improvement:

  • Publish weekly/monthly incident reports and insights
  • Recommend process improvements and support cross-team training initiatives

Skills & Tools:

  • ITIL processes, ServiceNow
  • Basic understanding of Infrastructure services (EUS, Data Center, Cloud, Network, Security)

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