ENGINEER - ENGINEER

Happiest Minds Technologies

3 - 8 years

6 - 10 Lacs

bengaluru

Posted:2 hours ago| Platform:

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Skills Required

project management performance analytics information technology production cmdb engineering service catalog javascript change management security servicenow itsm management incident management software engineering html servicenow development itil communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Description for Major Incident Management:

Manages incidents for Client production systems
Responsible for the efficiency & effectiveness of Incident process within the Organization
Classification and Prioritization of all incidents based on impact and urgency
Engage resources to resolve the major incidents and thus avoid customer/business impact
Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
Make decisions regarding real-time incident resolution activities and management escalation updates.
Acts as a liaison between the business and technology teams for high severity incidents (priority 1, 2 and 3 spanning across the entire enterprise) and escalates as appropriate.
Compiles the enterprise post-incident report (RCA)
Support software engineering, technical operations, Information Technology, Information security, and customer support teams, and others who are responsible for assessing and triaging incident escalations
Send communication updates for all incidents until incident resolution
Manage communications to internal stakeholders, leadership – Communication process is internal only
Proactively using monitoring and alert applications to identify incidents
Perform minor incident remediation actions based on runbooks and SOPs
Perform minor change activities after hours based on runbooks and SOPs
Work schedule model is shift work - Work in one of 2 night shifts
- Sunday – Tuesday / Every other Wednesday 8pm – 8am central
- Thursday – Saturday / Every other Wednesday 8pm – 8am central

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