Incident Management

3 weeks ago

Gurugram, India Nityo Infotech Full time
MCSE,Network

Experience Required

2 - 5 Years

Industry Type

IT

Employment Type

Permanent

Location

India

Roles & Responsibilities

Engage into WAR rooms and drive the outages solely,Manage the leadership and business communications,Timely team engagements/escalations Journal updates/documentation,Confident to ask questions and make decisions to escalate incidents to higher management as required,Demonstrate ability to work well under pressure Ability to work in fast paced self-directed environment 24x7 support model and rotational shifts Skills (good to have) Knowledge management Configuration management Service now certification Advance level certifications in ITIL/project Management/Information security,Completing initial triage of the issue, engage and coordinate with various technical and other resources on bridge until the incident is resolved or workaround is implemented Document troubleshooting efforts performed by various resources in the ticketing tool Manage business notifications and escalations as per the process Initiate a problem record / coordinate with functional teams for root cause analysis or a permanent fix,Coordinate emergency changes required to fix production impacting or production at risk situations,Coordinate and Manage planned change related communications to end users, while ensuring compliance processes are properly followed,Acts as the main point of contact for change requestors or change initiators to liaise during the entire Change Management process,Drive governance around problem management to ensure that a problem ticket is opened, escalated, updated and closed in a timely manner,Conduct RCA meetings and derive root cause for all customer impacting outages Using various RCA techniques and work with resolver groups on deriving root cause and preventive / corrective action items,Interface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority,Log known errors on the database and keep up to date,Maintain and enhance the documentation and communication of the Problem Management Process,Manages the day-to-day service management and delivery of IT Change Management to all stakeholders,Documents and maintains the Change Management policy, processes and standards

Expertise & Qualification

Excellent multitasking skills

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