Situation Management

Role : Situation Management

Location:

Experience: 3-7 Years

Role Type:

Notice Period:

Key Responsibilities:

• Own and manage Major Incidents (Sev1/Sev2) and urgent Sev3 in a 24x7 Incident Management environment
• Log, assess, categorize, and prioritize incidents in ServiceNow (SNOW)
• Initiate bridges, drive incident calls, and provide timely status updates
• Coordinate with SMEs and infrastructure teams to ensure rapid resolution
• Manage escalations as per defined procedures and CUSTOMER SPOC guidelines
• Ensure end-to-end incident closure with proper approvals

Stakeholder & Governance:

• Communicate incident status, ETAs, and resolution updates to stakeholders
• Maintain accurate incident records, dashboards, and daily P1/P2 trackers
• Drive RCA follow-ups and support audits, reviews, and compliance activities

Reporting & Continuous Improvement:

• Publish weekly/monthly incident reports and insights
• Recommend process improvements and support cross-team training initiatives

Skills & Tools:

• ITIL processes, ServiceNow
• Basic understanding of Infrastructure services (EUS, Data Center, Cloud, Network, Security)