Staff Major Incident Management Specialist

BMC Software

3 - 7 years

6 - 10 Lacs

pune

Posted:15 hours ago| Platform:

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Skills Required

incident management customer service it operations it service management legal saas it infrastructure major incident management jira service management project management technical support cloud data warehousing information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

BMC is looking for an experienced Major Incident Specialist to join our team and lead the resolution of high-impact incidents across our technology landscape. This role is critical to maintaining the reliability and resilience of our services, ensuring rapid recovery, clear communication, and continuous improvement.

Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

You will oversee the incident management protocols and processes and guide the team members regarding the same
You will identify the root cause of an incident and work towards its prevention.
You will understand the scale of various incidents and prioritize them, based on their urgency.
You will log and record all events that fall under the incident manager job description
You will liaison with upper management and stakeholders to update them about the status of impacting issues
You will deep-dive into incident trends, and create process development systems to predict and tackle them in the future
You will Ensure that incidents are resolved efficiently and effectively without draining the companys resources and time
You will adhere to company and legal protocols for handling incidents while contributing in incident manager work
You will keep track and record any incidents that arise by keeping a dedicated log and incident report in JIRA
You should be ready to extend technical support to team members during the course of an incident
You will Foster long-term relationships with internal and supporting team stakeholders of the company

To ensure youre set up for success, you will bring the following skillset & experience:

Bachelors degree in computer science, information technology, engineering or a related field
Prior experience working as an incident manager
Experience with cloud-based data warehousing solutions such as Amazon, OCI, Google
Proficiency in IT service management protocols, IT infrastructure and IT operations in SAAS Business
Excellent communication and collaboration skills, with the ability to interact effectively with business stakeholders at all levels of the organization.

Whilst these are nice to have, our team can help you develop in the following skills:

Experience in project management, and customer service
Expert-level knowledge of ITIL best practices

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