Incident Manager

RESPONSIBILITIES:

• Manage production incidents to resolution in a 24/7/365, over the weekend on-call environment using the standard Alstom incident management processes and inform management at all levels of status, impact and resolution actions.
• Effectively lead and guide Incident triage calls from a technical perspective analyzing different components of the infrastructure and application environments using event monitoring solutions like APM.
• Influence other technical teams on the calls and articulate troubleshooting steps effectively.
• Lead required technical follow-up calls for high profile incidents.
• Ensure appropriate functional and management escalation takes place as per the standards and procedures.
• Follow up on items that could potentially negatively impact production operations, assist with post-mortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
• Ability to analyze different components of the infrastructure and application environments during Incident triage calls.
• Aptitude to influence other technical teams on the incident calls and articulate troubleshooting steps effectively.
• Experience and confidence working with all levels of management; excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels..
• Hands on experience with ServiceNow, , or other ticketing tools is required.

Qualifications & Skills:

EDUCATION

Bachelor's Degree or equivalent required

MINIMUM EXPERIENCE

10+ years of related experience

BEHAVIORAL COMPETENCIES:

• Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently.
• Strong in code of Business conduct and ethics, Professional, Punctual and sticking to time lines for work assigned or picked up

TECHNICAL COMPETENCIES & EXPERIENCE

• 7+ years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, web logic, LDAP, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least five of the above is preferred.
• 3+ years of working experience with applications in a production support environment using above technologies,
• Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools.
• ITIL certification is desired.