Technical Specialist-Cloud & Infra Engg

Job Description

Area(s) of responsibility JOB DESCRIPTION: Major Incident Manager. Role Major Incident Manager. Level & Grade 4C/5A Location: All Experience 7-8 years Key Competencies Major Incident Manager. Shift 24*7 Job Summary Job Responsibilities: Managing the Incident Management Process. Strong communication skills demonstrated by facilitating high severity incidents technical bridge call. Responding to a reported service incident, identifying the team members required to attend the troubleshooting call and follow the Incident management process. Act as a primary point of contact for incident escalations, coordinating and directing resources to address critical incidents promptly. Ability to lead Crisis and Conflict management. Maintain SLA during the management of the incident. Capturing the lesson learned to help improve the incident response process. To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline. Performing audits on ticket quality and handling escalated cases. Provide information about incident analysis. Measure, monitor and work to drive down incident levels. Ensure that misdirected incidents are being managed properly in a timely manner. Establish strong relationships with internal and external stakeholders. During the Major incident you will be responsible for communicating relevant information to the correct stakeholders. Follow up on all major incidents and assure that root cause is being analyzed and resolved. Strategic improvement initiates, optimizing processes. Knowledge on industry’s best practice framework, process and tool knowledge. Minimum Requirements (Education Qualification & Work Experience) 7-8 years of experience in Major Incident/Problem/ Change Management /IT operations management. Experience working with ITSM tools & processes in general and Service Now experience is bonuses. Technical Skills ITIL Certified Professional .