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IntouchCX
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Critical Incident and Problem Manager

Critical Incident and Problem Manager

IntouchCX

5 - 9 years

0 Lacs

hyderabad telangana

Posted:1 week ago| Platform: Shine logo

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Skills Required

problem management root cause analysis incident reporting infrastructure management information security communication skills interpersonal skills analytical skills critical incident management kpi tracking technical incident management business processing operations bpo itil certification

Work Mode

On-site

Job Type

Full Time

Job Description

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. We are looking for an experienced Critical Incident and Problem Manager to join our IT Infrastructure team. This role is critical in ensuring the high availability and stability of our systems by driving the resolution of major incidents and leading root cause analysis for recurring issues. The ideal candidate will be a proactive problem solver, skilled in cross-functional coordination, and comfortable navigating complex technical environments. As a Critical Incident and Problem Manager at IntouchCX, you will have the following responsibilities: - Drive all major incidents to resolution as quickly as possible. - Provide coordination across all support teams to ensure the timely resolution of incidents. - Offer timely, regular, and comprehensive updates to key stakeholders. - Review incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process. - Participate in regular incident meetings to review open incidents and drive timely closure. - Perform post-incident review for major incidents to capture lessons learned and ensure closure of improvement plans. - Create an incident report for key stakeholders containing an executive summary and the incident timeline. - Track and report all critical incident management-related KPIs. - Run root cause analysis meetings to identify issues, lessons learned, and preventive actions. - Work with various support teams to drive problem tickets to closure. - Track follow-up actions, ensuring timely closure of problem tickets. - Perform analysis to identify and register problem tickets. - Act as the gatekeeper of all known errors. - Track and report all problem management-related KPIs. To be successful in this role, you need to have: - A Bachelor's degree in Business, Computer Science, or related discipline required, or equivalent work experience. - 5 to 7 years of experience managing complex IT initiatives in a global enterprise environment. - Experience in technical incident and problem management in a highly dynamic global organization. - Experience in Infrastructure (Storage, Network, Windows, Linux, etc), information security, and/or web/application/middleware services. - A good understanding of business processing operations (BPO) is a plus. - Strong communication skills and the ability to articulate complex matters in a concise manner to non-technical audiences. - Good interpersonal skills with the ability to manage different internal teams effectively. - Strong analytical skills and the ability to handle complex technical and process subject matters. - Self-motivated and able to work independently. - ITIL certification is required for this position. Join us at IntouchCX and be part of a team that drives positive change and delivers exceptional results in the realm of customer experience management and digital engagement.,

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Critical Incident and Problem Manager