Senior Incident Manager Plume Design, Inc

5.0 - 9.0 years

0 Lacs

hyderabad, telangana

On-site

You will be responsible for managing incidents for Plumes production systems globally, ensuring the efficiency and effectiveness of the Incident process within the Organization. Your key tasks will include the classification and prioritization of all incidents based on their impact on contract SLAs, engaging resources to resolve major incidents to avoid customer/business impact, and identifying opportunities for improvement in the existing incident management process. In this role, you will provide immediate responses and coordination to minimize the duration of service interruptions. You will be making decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates. Acting as a liaison between the business and technology teams for high severity incidents, you will escalate issues as appropriate. Additionally, your responsibilities will include maintaining trend data and metrics related to changes and incidents for clients, compiling enterprise post-incident reports, and collaborating with various teams in root cause analysis. You will support software engineering, technical operations, information technology, information security, customer support teams, and others in assessing and triaging incident escalations. Communication updates for all incidents until resolution and managing communications to internal stakeholders, leadership, and customers will also be part of your role. To excel in this position, you should have senior-level experience in Incident Management, with a minimum of 5+ years in ITIL-based incident management in fast-paced, high-availability environments. Deep knowledge of ITIL frameworks, proven track record in process implementation, experience with ITSM platforms, and a solid understanding of cloud and network infrastructure are essential. Strong incident performance monitoring skills and executive-level communication and management capabilities are also required. As for personal attributes and soft skills, you should possess a strong and assertive personality, be calm and structured under pressure, a strategic and analytical thinker, an excellent communicator, proactive and hands-on mentality, and have high flexibility in terms of availability. This role requires you to work in the office 5 days a week, with a commutable distance, and no relocation assistance will be provided. If you believe you meet the qualifications and can bring the necessary skills and attributes to this role, we look forward to receiving your application.,

Posted 6 days ago

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