Incident Commander

5 days ago

Hyderabad, Telangana, India HighRadius Full time US$ 1,50,000 - US$ 2,00,000 per year

About Us

HighRadius, a renowned provider of cloud-based Autonomous Software for the Office of the CFO, has transformed critical financial processes for over 800+ leading companies worldwide. Trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others, HighRadius optimizes order-to-cash, treasury, and record-to-report processes, earning us back-to-back recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

With a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, we experience a robust year-over-year growth of 24%. With a global presence spanning 8+ locations and a recent addition in Poland, we're in the pre-IPO stage, poised for rapid growth. We invite passionate and diverse individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.

SENIOR INCIDENT COMMANDER – ROLE & RESPONSIBILITIES

● The incident commander will collaborate with other teams, including vendors, to drive the incident to closure.

● The incident commander will lead the Major Incident (P1) in full capacity and work towards restoring services with the best possible effort minimizing the impact.

● Bridge leadership and Coordination during a Mission-critical incident will be a crucial role.

● Send out communication and timely notification for all incidents will be the responsibility.

● The incident commander will continually work on all Ageing tickets and ensure no open, unattended, unassigned tickets for more than the agreed duration.

● The Incident commander will be responsible for sending out daily/weekly/monthly reports on IM performance, Tickets, Dashboards & Management reports related to Incidents.

● The Incident commander will collaborate will all tower leads and take ownership of educating/training PRG on the IM process, Escalation process, & engagement processes for effectiveness.

● The Incident commander will also own CAB adherence

● Coordinate activities between multiple support groups at all levels to ensure adherence to SLAs where multiple groups are needed to resolve a single incident

SKILL & COMPETENCY

● ITIL Foundation or Expert Certification (Preferred)

● 5+ years of experience in Incident, Major Incident, Problem and Change Management.

● Strong communication skills

● Coordination and Collaboration skills

● Eye for detail & Good understanding of statistical and analytical principles and processes

● The ability to interact successfully with all levels of the Customer and IT provider organization.

● Good negotiating, problem-solving, facilitation, and moderation skills

● Knowledge and experience of contract and supplier management roles (how it ties into Service Level Agreements (SLAs)

What You'll Get

● Competitive salary.

● Fun-filled work culture )

● Equal employment opportunities.

● Opportunity to build with a pre-IPO Global SaaS Centaur

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