Posted:1 day ago|
Platform:
On-site
Contractual
ā¢ ITIL V3 / 2011 Foundation or Intermediate certification
ā¢ Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors
ā¢ Effective Communication skills.
1. Incident Response & Triage
Ā· Develop and maintain incident response plans for various types of incidents.
Ā· Ensure timely resolution of tickets by Operations team within agreed SLAs.
Ā· Assess and prioritize incidents based on severity and initiate response actions accordingly.
2. Incident Documentation & Analysis
Ā· Maintain detailed incident records including impact, nature, and resolution.
Ā· Perform post-incident analysis to identify root causes and preventive actions.
3. Customer Satisfaction & Reporting
Ā· Monitor and improve customer satisfaction through efficient operations.
Ā· Address customer complaints and conduct monthly SLA review meetings.
4. DevOps Background (Prior Hands-on Experience)
Ā· Experience with Linux administration, shell scripting, and troubleshooting.
Ā· Managed CI/CD pipelines, Kubernetes clusters, and cloud infrastructure.
Ā· Knowledge of virtualization (VMware/KVM) and private cloud environments.
Ā· Familiarity with tools like Docker, Jenkins, Ansible, and cloud monitoring.
5. Leadership & Coordination
Ā· Lead cross-functional teams and bridge gap between DevOps and Operations.
Ā· Ensure clear communication with stakeholders and technical teams.
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