Incident Manager

Please find the key details below:

• Role

  : Incident Manager

• Location

  : Noida, Sector-135

• Client

  :- Airtel

• Work

  Mode

  : Work from Office

Key Responsibilities

• Overseeing the incident Management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the team members required to attend the call, and initial the incident management process.
• Logging all incidents within the Incident Management System and their resolution or workaround.
• Ensure timely communication of incidents to stakeholders.
• Maintain Service Level Agreements are adhered to during the management of the incident.
• The root cause or workaround of each incident in identified and documented.
• Capturing any lessons learned to help improve the incident response process,
• Monitor assigned Applications or Services.
• Notify Service Desk when Major Incidents occur
• Analyze and identify possible problem sources to resolve incident
• Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support.
• Prioritizing the Incidents based on the impact and urgency Closing the non-major incident within the agreed SLAs.
• Following the correct escalation process for the major incidents both functional escalation and hierarchical escalation.