Major Incident Management with Immediate Joining

IT Ops Job Description with Immediate Joining

Location: Hyderabad, INDIA.

Job Title: IT Ops

Experience: 8+

OSI Digitalis looking for Lead IT Ops responsible for ensuring that all incidents are identified, triaged, and escalated within SLA guidelines. Root-cause analysis and documentation for high severity incidents and delivered to the respective application owners. This position will interface with various operations teams to bring quick and timely resolutions to incidents.

This position will have an opportunity to grow to next level as IT Ops manager also has visibility and influence over all IT projects and operations.

Responsibilities:

1. Flexible to work in 24/7 - 365 Days critical production work environment.
2. Prioritizing Incidents depending on the impact to operations/business.
3. Experience in Handling P1, P2 and P3 Issues, Bridge calls, Impact Communications.
4. Create/ update Incident, problem and risk management process guides, KB’s, and SOPs.
5. Handling escalations and maintaining daily status and MIM reports.
6. Generate status reports/consolidated IM reports to the Manager.
7. Team management, setting KPI’s, Goal setting and review.

Required Skills:

1. Excellent verbal and written communication skills with email etiquette and customer service skills.
2. 4+ years of IT experience in Application production support, Incident and Problem Management.
3. Expertise in Alert/Dashboard Monitoring, Incident Handling, Documentation.
4. Follow-ups and mitigation of incidents until resolution adhering to the agreed approach & SOPs.
5. Experience in ITSM following ITIL Framework and Methodologies with best practices to deliver under SLA targets.

We are not looking for someone who is:

1. Never worked on application, server, network monitoring, incident management, bridges handling.
2. Not flexible for 24x7 rotational shifts and not ready to work from the office.
3. Resources haven’t extended the support when the team member is on vacation.