Incident Manager (Work from Office)

Required skills: Prior development background will be a plus.

ITIL certification (preferably)

Strong oral and written communication skills to communicate and discuss with client teams and CXOs.

Responsibilities:

1. Owning and overseeing the incident management process and team members involved in resolving the incident

2. Responding to a production incident, identifying the cause, and initiating the incident management process.

3. Prioritizing incidents according to their urgency and influence on the business.

4. Liaise with Tech and Product units to ensure there are learning from previous incidents [Critical - preventive measures]

5. Producing documents that outline incident protocols such as how to handle infrastructure related incidents and how to correct application failures including an optimum server set up (e.g., DR set up)

6. Conduct regular review and be the POC for AM/Clients while ensuring the incident management team meets the objectives and follows the process diligently.

7. Maintaining a record of all incidents, updating all the relevant fields and their resolution to see if there are recurring malfunctions.

8. Communicating with all stakeholders on major issues and resolutions.

9. Ensure that team reflects the sense of urgency on production issues

10. RCAs are conducted where applicable and the action items are taken to closure with the highest sense of urgency.

11. Managing the Production support team and creating Team Roaster to make sure all the shifts are equipped with the right people

12. Make sure the Support Team OKR are met and designing the OKRs for the individuals.

13. Creating processes to make sure the knowledge base is up to date

14. Fire Cheif for all Action Items of the permanent fixes for the incidents and make sure they are getting closed on time

15. Be a fire warden available 24*7 and personally lead P1/P2 production issues on ground, to get them resolved promptly