Lead - Incident Management
6 days ago
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today
Key Responsibilities
a. Lead, facilitate, and drive investigation activities,
conference calls, and meetings to restore service as
quickly as possible.
b. Initiate and manage incident response protocols,
including opening bridges for urgent discussions within
minutes of detection.
c. Assess and prioritize incidents based on business
impact and urgency.
d. Coordinate cross-functional teams, including service
desk, technical staff, problem managers, and external
vendors, to resolve incidents.
e. Ensure clear, timely communication with stakeholders,
including status updates and incident notifications.
f. Document incident details and all actions taken,
ensuring updates in ticketing tools and supporting
documentation.
g. Monitor and ensure Service Level Agreements (SLAs)
for incident resolution are met.
e. Conduct post-incident reviews, root cause analysis,
and recommend improvements to reduce recurrence or
minimize impact.
f. Maintain and develop incident management processes,
checklists, and dashboards for effective major incident
handling.
g. Ensure proper handover between shifts to maintain
continuity in incident management.
Qualification :
- Graduate with Computer Science and Engineering
- ITIL Certified
- Technical Certifications
- Good Comms
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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