Incident Manager

3 days ago

Pune, Maharashtra, India Persistent Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About Position:

We are seeking a talented Incident Manager with strong experience in MIM. The ideal candidate will be responsible for developing scalable web applications, integrating backend services, and ensuring seamless user experiences.

Note : This is NOT an Infrastructure support role, This is Semi technical role to support an environment which is 100% hosted over cloud and to drive Applications related issues.

  • Role: Incident Manager
  • Location: All Persistent Locations
  • Experience: 5+ Years
  • Job Type: Full Time Employment

What You'll Do:

  • Manage incident management bridge calls with support teams, on-call support application teams and management. Manage, escalate, status, and assist, coordinating repair efforts for all major incidents (P1 P4).
  • Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
  • Track and document incident updates in real time
  • Since Major incidents are highly escalated cases, handling with presence of mind and innovation.
  • Support the development and execution of change management plans to drive adoption and utilization of new processes, systems, and technologies.
  • Reviewing changes, their priority, their urgency and performing risk analysis.
  • Creating problem tickets and respective action items, reviewing root cause analysis and its closers.

Expertise Youll Bring:

  • Performing PIR and Postmortem reports.
  • Leading Site reliability/Disaster Recovery/Game Day/Switchover/Failover activities.
  • Experience in handling multiple monitoring tools like Service now, Pager duty, Slack, Zoom, JIRA, etc.
  • Perform quality audits and data analytics on incident tickets to ensure quality and uncover new trends.
  • Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
  • Provides documentation for Known Error Data Base (KEDB) or similar depository
  • Develop process and procedures that ensure Incident Management related action items are tracked and completed
  • Ensuring the Process adherence, meeting the Quality norms
  • Provide Management reporting on Incident Metrics and Incident Management performance

Benefits:

  • Competitive salary and benefits package
  • Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
  • Opportunity to work with cutting-edge technologies
  • Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
  • Annual health check-ups
  • Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

  • We support hybrid work and flexible hours to fit diverse lifestyles.
  • Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
  • If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent -

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."

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