Incident Management - 5 yrs- Mumbai only - WFO- Assistant Manager - EIT

Incident management - Assistant manager

Role• Assess and validate major incidents. Manage notifications and escalations as defined in the major incident management process.•

Manage and coordinate recovery actions and plans for major incidents to resolution.

• Provide timely and informative updates to management, stakeholders, and users until incident closure.

• Monitor the incidents to ensure that the Service Level Agreements are adhered to both from a response and resolution perspective

• Ensure the appropriate level of technical or functional support team is actively engaged.

• Manage incident technical bridge calls and provide direction if further escalation is required.

• Ensure that accurate timelines of recovery plans and activities on major incidents are documented via detailed chronology

• Ticket generation, notifications and followups with relevant functional groups for service incidents ensure redundancy is maintained.

• TAM coordination for client notifications and issues.

• Planned / Emergency activity mailers and bridge initiation

• Understand and track outstanding preventive actions and improvement plans for incidents escalated until closure for all aspects covered in the Root Cause Analysis report

• Ensure the closure of all resolved and end-user-confirmed Incident records

• Good Understanding of ITS Infrastructure (Network / Server / IT Security Etc.)

• Daily incident reports to relevant EIT stakeholders• Ensuring the ServiceDesk ticket source data is updated with all relevant information including resolution procured from the subsequent RCA

Qualifications

Bachelors degree

Additional Information

• 100% Work from Office (24 X7) including Night shifts\

• Current office location is Vikhroli however team will move to Thane (GB) in few months

• Candidate needs to be available for a F2F interview