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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:3 weeks 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

Role Overview: As a Critical Incident and Problem Manager at IntouchCX, you will play a crucial role in ensuring the high availability and stability of the systems by overseeing the resolution of major incidents and leading root cause analysis for recurring issues. You will need to be a proactive problem solver, adept at coordinating across different teams, and comfortable navigating complex technical environments. Key Responsibilities: - Drive all major incidents towards resolution promptly. - Coordinate with support teams to ensure timely incident resolution. - Provide regular updates to key stakeholders. - Review and document incidents accurately as per the Incident Management process. - Lead incident meetings and ensure timely closure of open incidents. - Conduct post-incident reviews to capture lessons learned and implement improvement plans. - Prepare incident reports containing executive summaries and incident timelines for stakeholders. - Monitor and report critical incident management-related KPIs. - Facilitate root cause analysis meetings to identify issues, lessons learned, and preventive actions. - Collaborate with support teams to resolve problem tickets. - Track follow-up actions for problem tickets and ensure their timely closure. - Analyze and register problem tickets while acting as the gatekeeper of all known errors. - Monitor and report problem management-related KPIs. Qualifications Required: - Bachelor's degree in Business, Computer Science, or related field, or equivalent work experience. - 5 to 7 years of experience managing complex IT initiatives in a global enterprise setting. - Proficiency in technical incident and problem management within a dynamic global organization. - Knowledge of Infrastructure (Storage, Network, Windows, Linux, etc), information security, and/or web/application/middleware services. - Understanding of business processing operations (BPO) is advantageous. - Excellent communication skills to convey complex matters concisely to non-technical audiences. - Strong interpersonal skills for effective management of internal teams. - Exceptional analytical skills to address intricate technical and process-related issues. - Self-motivated with the ability to work independently. - ITIL certification is mandatory.,

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Critical Incident and Problem Manager