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Here Technologies
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IT Operations Engrg Manager

IT Operations Engrg Manager

Here Technologies

8 - 13 years

25 - 30 Lacs

bengaluru

Posted:2 hours ago| Platform:

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Skills Required

computer science change management network operations incident management gap analysis it operations business continuity information technology monitoring business operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

The role of an Incident Manager is central to service management and business operations. In this role you will ensure that incidents (unplanned interruptions, degradations, or failures in services) are handled quickly, efficiently, and with minimal impact to the business. You will ensure uninterrupted business continuity and round-the-clock alignment of services with organizational needs.In addition you will:

Incident Handling & Coordination: Take ownership of incidents, especially major incidents, and coordinate resolution efforts across teams.
Prioritization: Assess impact and urgency, and ensure incidents are prioritized appropriately.
Communication: Keep stakeholders (users, customers, management) informed with timely updates.
Escalation Management: Escalate incidents to technical specialists, or higher management based on defined timelines.
Resolution & Recovery: Ensure services are restored as quickly as possible while minimizing disruption.
During major incidents: Act as single point of contact, facilitate bridge calls, drive collaboration with different teams, document incident timelines / actions / lessons learned / recommendations
Prepare Major incident report after major incident resolution
Continuously review and improve incident management processes, tools, and documentation to enhance the effectiveness and efficiency of the incident management function.
Review Incident Management KPIs monthly and drive improvements based on gap analysis
Train and mentor team members on incident management best practices, ensuring a consistent and high-quality response to incidents across shifts.

Who are you?

You are a fast learner and are comfortable working with little direction. You take initiative and bring up ideas. In addition you have the following:

Bachelor s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
8+ years of experience in IT operations, with at least 2 years in an incident management lead role.
Excellent communication skills, with the ability to convey complex technical information clearly to both technical and non-technical stakeholders.
Good understanding of IT service management frameworks (e.g., ITIL) and best practices.
Proven experience of handling major IT incidents in a fast-paced, complex environment.
Ready to work in shifts (including nights, weekends, and HERE / India holidays) as part of a 24x7 Operations team.
Good to possess shift management experience.

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Here Technologies

Technology/Mapping and Location Services

Melbourne

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IT Operations Engrg Manager