ITIL V3_Incident Manager

Fiserv

5 - 7 years

5 - 10 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

major incident management dynatrace problem management change management rca technical support servicenow incident management appdynamics incident resolution service delivery itil v3 splunk communication skills jira itil sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Driving Major Incidents and ensure right technical teams and business stake holders are involved on the bridge and felicitate swift recovery and resolution of incident.
Responding to a reported service incident, identifying the cause, and initiating the major incident management process.
Prioritizing incidents according to their urgency and influence on the business.
Identify opportunities to improve internal processes and work cross-functionally with the relevant teams to implement these opportunities.
Continuous improvements driven thoughts to improve the process to ensure its effectiveness.
Monitoring Moogsoft Events dashboard for critical alerts and engaging tech teams for swift actions/resolutions
Establish and follow functional and hierarchal escalation process as appropriate for swift resolution.
Logging all incidents and their resolution to see if there are recurring malfunctions.
Proactive communication/updates to facilitate quality updates to leadership and business stakeholders.

What you will need to have:

Experience managing major incidents, driving issues to resolution, and leading RCA efforts.
5-7 years in handling Incident Management responsibilities.
Curiosity for solving complex problems through hypothesis-driven root cause investigations.
Effective communication skills to interact with audiences of varying technical backgrounds and leadership levels.
ITIL v3/v4 Foundation Certified

What would be great to have:

Experience working with Moogsoft, Splunk, JIRA, ServiceNow, Dynatrace, AppDynamics
Experience with automating manual processes.

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