Incident Engineer

2 days ago

Bengaluru, Karnataka, India Augmented Database Pvt Ltd || Project Implementation || Staff Augmentation Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Senior Incident Manager position

Exp-4 to 7 Yrs

Relevant- 3+ years of experience as Incident Manager/Sr. Incident Engineer

Location- Bangalore

Responsibilities:

Responsible for monitoring all major metrics via various monitoring tools and following the major incident management process in restoring the major impacting incidents.

Responding to a reported service incident, identifying the cause, and initiating the incident management process.

Proactively identify High impactful scenarios from monitoring tools and engage stakeholders to avert any potential impacts

Prioritizing incidents according to their urgency and impact on the business.

Planning and coordinating all the activities required to perform, monitor, and report on the process

Resolution & Facilitation:

Triage, Facilitate and drive all major issues to the resolution

Responsible for following the escalation matrix and engagement of stakeholders over the bridge calls and in parallel sending the Incident communications as per defined timelines

Point of contact for all Incidents and responsible for the effective implementation of the "Incident Management" process and carries out the respective reporting procedure.

Represent the first stage of escalation for Incidents

Communicating with stakeholders and leadership teams for major issues with timely updates during the lifecycle of the incident

Documentation/Knowledge Management:

Post-Incident Management Reviews, Problem Management, Key metrics tracking, RCA Assignment & documentation on key action items identified

Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.

Monitor the incidents to ensure that the Service Level Agreements are met/respected

Ensure the closure of all resolved and end-user confirmed Incident records

Conduct brown Bag Sessions on Incident Management Process and educate/train stakeholders

Provide guidance to the Incident Process Coordinators

Improvement Initiatives :

Execute continuous process improvement initiatives where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.

Execute strategies for Proactive monitoring and move the support from Reactive to Proactive

Effective measurement strategies for impacts averted or avoided(P-1 Avoids)

Requirements
:

Strong verbal and written communication skills

Minimum of up to 5 years of overall experience in the IT Industry

At least 3 years of experience as Incident Manager/Sr. Incident Engineer

Certifications:
ITIL foundation(Mandatory), Preferred: Expert Level

Experience working with Enterprise Command Center Teams

Strong knowledge of Microsoft Excel, PowerPoint and Data Management Systems is essential with a high degree of self-motivation and can-do demeanor

Ability to gain valuable insights through the strong data/information literacy skill, perform root cause analysis & problem solving

Must possess technical, analytical, presentation skills with the ability to translate findings into business reports and presentations

Must be open to working in shifts to
provide 24/7 support and oncall support as necessary

Location: Bangalore( Candidate should be open to work from Office)

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