Incident/Problem Manager

5 months ago

Bengaluru, India Iron Mountain Full time

Description

Job Summary

We are actively seeking a proactive and skilled Incident and Problem
Manager to join our dynamic Global IT Service Management Team. In this
critical role, you will be responsible for the full spectrum of tasks, from swiftly
detecting and responding to service-impacting events to expertly triaging
and driving effective mitigation strategies.
This position is tailor-made for individuals with a solid background in
infrastructure or application support who are eager to transition into the
realm of ITIL/ITSM roles. As such, we are looking for someone who not only
brings technical expertise to the table but also possesses a comprehensive
understanding of incident management processes, ITIL principles, and the
ability to leverage data analytics for informed decision-making.
The successful candidate will play a pivotal role in ensuring the smooth
functioning of our IT services by proactively identifying potential issues,
implementing proactive measures to prevent incidents, and efficiently
resolving problems when they arise. If you're someone who thrives in a
fast-paced environment, enjoys collaborating with cross-functional teams,
and is passionate about driving continuous improvement, then this could
be the perfect opportunity for you.
Core experience/responsibilities
● Technology support experience
○ Two to three years of hands-on support experience in
infrastructure and or application services (ideal for support
engineers who are interested in shifting careers to an ITIL/ITSM
incident and problem manager role).
○ Directly involved in incident service restoration (technical
troubleshooting) in infrastructure and or application services.
○ Worked in and or having experience and technical knowledge
about product/application three tier architectures (UI,Logic,Data
Tier), micro services, Kubernetes, network/VPC configurations,
significance of load-balancers/firewall)
● Critical Incident and Problem management experience (ITSM/ITIL).
○ Five plus years of hands-on leading major incident meetings

(Critical Incident Management calls), facilitating the service
restoration process across various cross-functional teams
ensuring timely resolution of issues and minimizing impact on
business operations and external customers.
○ Deep knowledge and experience in driving the root cause of
incidents with short term and permanent corrective actions and
establishing service improvement plans.
○ Ability to decompose complex/critical incoming issues, and
assemble resources from various support teams across the
enterprise.
○ Proven track record in process improvement initiatives realizing
significant time and efficiency gains.
● Data analytics experience (ex-ServiceNow ITSM data).
○ Possess strong strategic thinking and analytical skills to
troubleshoot complex technical issues, and help technology
teams to decide on the most appropriate incident resolution path
based upon multilateral impact analysis technique.
○ Analyze data patterns to identify recurring incidents and
underlying problems and derive actionable insights, driving
continual improvements across the global/enterprise IT
environment.
○ Demonstrate a structured approach to problem solving; logical
and methodical.
● Incident Service Restoration Bridge Call Facilitation experience
○ Excellent communication (written and verbal) and interpersonal
skills, with the ability to collaborate effectively with stakeholders
(technical and non-technical) at all levels. English is mandatory
(speak and write).
○ Experience in creating and tracking sequence/chronology of
events and actions/decisions taken during the service
restoration.
○ Confidence to drive and manage large conference/bridge calls.
○ Ability to work collaboratively in a cross-functional team
environment and foster positive working relationships across an
enterprise organization.
○ Contribute to creating new and keeping up-to-date existing
incident management documentation such as process,
procedures, workflows, and escalation paths.
Operational requirements
● Flexibility to work within a “Follow the Sun” global shift rota, covering
local day-time hours, including holidays and weekends, on a rotational
basis.
● Requires to be “on-call” as part of an on-call rotation outside of normal
business hours (holidays, etc.).
● Work in a shift mode.
● Play the role of CAB/change manager (training will be provided)

Nice to Have

● ITIL certification(s) such as ITIL Foundation or higher.
● Advanced ServiceNow data and reporting capabilities.
● Previous experience working with ITSM Change, Knowledge
Management, IT Service Continuity, and Disaster Recovery concepts.
● Experience with Incident Management Tools such as ServiceNow,

Remedy, or Jira Service Management.
● Understanding in measurements of technology process/service
performance indicators (KPIs).
● Intermediate Spanish speaking and writing skills for Latin America
candidates.

Education

● Bachelors degree in Computer Science, Information Technology, or a
related field is required.

Category: Information Technology

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