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Incident Manager

2 weeks ago

Pune, Maharashtra, India Tata Tele Business Services Full time US$ 90,000 - US$ 1,20,000 per year

Job Description
Professional Experience :

  • 10+ years of expertise in managing 24X7 IT services, operations
  • minimum 5+ years Hans on experience in incident Management of Cloud & SaaS Managed services
  • Proven experience in handling Major Incident Response and Resolution management, Cross functional co-ordination, Communication and stakeholder expectation management
  • Proven experience in ITSM Tool Monitoring and Management for Incident, Problem and SLA management
  • Technical analysis : ability to analyze Logs, error messages and Tech report and ability to identify RCA and Remediation
  • Drive Team towards key Support KPIs/SLA Compliance

Key certifications

  • ITIL Certified
  • Fundamental Technical certification in Cloud and SaaS Technologies

Key KPI Demonstrations

  • MTTR Reduction
  • Recurring incident elimination
  • Incident SLA management
  • CSAT ( Stakeholder expectation Management)
  • Process improvement ( Incident, Problem and SLA management )
  • Knowledge management

Soft Skills

  • Excellent written and verbal communication skills
  • Ability to cope with Business Ops pressure and handle cross functional team towards Resolution
  • Major incidents can happen at any time . Ability to cope with Time pressure and be ready to be available round the clock to handle Major Incidents
  • Ability to monitor incident management processes, Tools and Document and recommend continuous Improvement .

About Us
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country's leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.

Our People Shape Our Journey Ahead
We are India's leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.