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Outworx Solutions
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Incident Management + Ops Management Expert

Incident Management + Ops Management Expert

Outworx Solutions

5 - 10 years

|

3 - 7 Lacs

Posted:3 days ago| Platform:

Apply

Skills Required

incident management ops management itil processes servicenow network and security

Work Mode

Work from Office

Job Type

Full Time

Job Description

Level

Job Role : -

Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk.
Receive and log incidents via phone, email, and web in SNOW Portal.
Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT).
Lead and facilitate incident calls with full ownership until resolution.
Conduct initial discovery and provide preliminary support before engaging domain SMEs.
Assign incidents to appropriate resolution groups and drive closure.
Initiate bridges and release notifications with meaningful progress updates.
Keep internal and external stakeholders informed throughout the incident lifecycle.
Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC.
Maintain and update the MIM portal with all relevant incident information.
Ensure incidents are not closed until fully resolved and approved by CUSTOMER.
Conduct quarterly reviews and audits of processes, roles, and documentation.
Maintain daily trackers for P1/P2 incidents and bridge adherence.
Publish weekly and monthly dashboards with insightful analysis.
Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents.
Organize monthly cross-skill training with domain teams.
Maintain and reconcile escalation matrices and notification distribution lists

Tool / Technology : -

ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

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