Job
Description
The Global Shift Manager (GSM) works as a member of the Incident and Problem Management team within IT Operations team at Fareportal. In this role, the GSM has below primary functions: Leading Critical Incident Bridges and driving teams to resolve issues as quickly as possible and escalating to the correct teams and leaders as required. Providing business focused updates hourly to include technical details and internal/external Client impact in clear and simple terms. Create Post Incident Reports with Direct Cause, Root Cause and timelines clearly documented. Initiate emergency change process during outages. End To End Problem Management Activities. Provide Weekly/Monthly Metrics Data to management. Maintain Contact List of various support teams and vendors. Documentation for Process Improvement, Handbooks, Guidelines, Manuals, Knowledge Base Articles. This position will support 24X7 to be in Gurgaon, India. The job will require the individual to work different shifts as assigned by the supervisor. Responsibilities : Be a part of the GSM team (Global IT Shift Manager) which is staffed 24X7 all the time including holidays. Have a clear understanding of all the supported systems with thin the IT infrastructure and applications. Approach should be proactive, rather than reactive. Coordinate business priorities with IT/Infrastructure teams during Critical Incidents and Events to restore normal service operations as quickly as possible and to minimize the impact to our Clients and internal teams Accountable for running the Major Incidents and manage technical conference bridge. Ensures clear communication is provided to affected teams and senior leadership during Critical Incident or Events; Formulate concise, clear and accurate alerts and notifications to management. Manages and track Incidents to resolution and ensure a clean handoff to appropriate teams or groups. Detect and record incidents and prioritize based on impact and urgency. Standardize global critical event notification, escalation, process and procedures. Engage End to End with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) related to Major Incidents. Identify potential problems and/or increasing trend of repetitive Incidents Document troubleshooting steps and service restoration details. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. Point of contact for all Major Incidents. Represent the first stage of escalation for Incidents. Identify, initiate, schedule and conduct incident reviews. Ensure the closure of all resolved and end-user confirmed Incident records. Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents. Determines if an incident needs to be escalated according to priority and severity of the issue. Ensure that Incidents assigned to their Support Groups are resolved and that service is restored. Responsible for assigning incidents within a group or division. Directly works with Support to ensure proper recording of incidents Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT Department. Qualifications : To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. At least six years experience working in one of the following disciplines is required: Leading Critical IT Incidents and Problem Management efforts, Technical Project Management. At least six years experience working in an IT, Technical, Critical Incident or Service Delivery role that is production-based, deadline driven and outcome oriented ITIL / ITSM Experience Strong communication and collaboration skills, situational awareness and organizational agility Must be responsive to business needs in a 24x7x365 environment Must be able to individually lead Incident Resolution to completion. Ability to influence others outside of direct management structure Strong project management experience while working under tight deadlines in a fast-paced environment Must have a demonstrable ability to effectively lead and manage critical incidents or events and drive to problem resolution Must be able to facilitate in a collaborative manner solutions across departments and teams Must be able to anticipate and prevent problems while managing incidents to resolution Must be self-directed and foster initiative in others. Bachelor s degree in Computer Science, Business Management or a closely related field of study or an equivalent combination of education and experience Prior experience with Team Management / Training / Mentoring / Multi team collaboration
