Incident manager_Hemanth_IBM
2 days ago
Gurgaon, Haryana, India
Coders Brain Technology
Full time
₹ 12,00,000 - ₹ 36,00,000 per year
Job Position: Incident manager
Payroll Company: Codersbrain Technology Pvt. Ltd.
Location- Gurgaon (Work from office)
Experience: 8+ years
Notice Period: Immediate to 15 Days.
Key accountabilities
- Respond immediately to Impact 1 or 2 notifications.
- Facilitate the technical and business conference calls.
- Oversee Service Restoration plans formulated by technical teams and track progress of actions
- Ensure support teams engage promptly to resolve the incident and restore service.
- Provide leadership, resolve potential conflicts and drive decisions / outcomes.
- Ensure the incident is communicated to the business areas promptly and provide regular progress updates
- Escalate to and communicate with Risk & Oversight teams and Technology Management.
- Interface with Change Management function to ensure that any production and emergency fixes are applied.
- Ensure that a Post Incident Report is published for all outages.
- Work with Problem Management to ensure that technology teams take ownership of any outstanding actions and root cause analysis
- This role would also require to cover different shifts including late nights.
- The candidate should ideally have extensive experience within the Service Management functions
- An advantage would be ITIL certification to Service Management Foundation level, as a minimum
- The ability to interact successfully with all levels of the Business Customer and Technology organisation
- A technical understanding and ability to translate technical details into easily understood business concepts
- Inclination towards innovation, proven record of implementing automations, new ways of working within the process to improve efficiency.
- An understanding of the Customer's business and how Technology contributes to the delivery with products/services
- Strong Relationship Management skills
- Excellent communication and negotiation / influencing skills
- Ability to work to tight deadlines and to function successfully under pressure
- Experience in chairing meetings is required both via telephone and face to face.
- Preferably qualified to degree level, or equivalent experience.
- Team player, with a confident, outgoing personality
- Good judgement & analytical skills
- Ability to think creatively and critically
- Willingness to cover shift working patterns.
- Ability to consume content that's way outside your comfort zone
