Situation Management
1 day ago
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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