Major Incident Manager Lead
- Incedo
- 10 - 15 years
- Noida, Gurugram
- 6 days ago
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Job Description
Role & responsibilities
- Identify and interpret issues with impact through various sources (emails, user reports, monitoring tool alerts, etc.) and follow ITIL support procedures to respond.
- Assess and prioritise faults and respond or escalate accordingly following ITIL-aligned processes. Handle issues of all priority based on impact and criticality.
- Handle Priority 1 and Priority 2 issues; initiate and handle bridge calls with clients as and when required.
- Write end-user business communications and share them as per process.
- Coordinate with stakeholders/vendors for issue resolution and Root Cause Analysis
- Perform infrastructure health checks and flag issues based on impact.
- Participate in and contribute to change advisory board meetings for infrastructure changes.
- Performing disaster recovery operations and data backups when required.
- Manage and maintain monitoring systems.
- Identify problems, and frequently present viable solutions to problems.
- Handle multiple priorities with multiple clients / ability to work in a multi-client environment.
- Should be open to suggesting and helping implement process improvements and development opportunities for self and the team.
- Consistently demonstrates good customer service throughout the area of responsibility.
- Co-operate with other teams. Actively encourage strong working relationships with other teams.
Preferred candidate profile
- Good communicator with experience with US based support environment (US Preferred)
- Excellent communication skills (both written and verbal).
- Good technical documentation skills.
- Basic Linux CLI skills and basic Sys Admin skills.
- Experience on ticketing tool like Service Now & JIRA will be a plus.
- Willing to learn and develop new skills.
- Sound understanding of IT service landscape.
- Good understanding of servers, types and their various environments, basic understanding of enterprise networking.
- Actively seeks out tasks that help develop skills and knowledge
- Actively seeks ways of improving existing systems and processes.
- Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
- Flexible and adaptable approach to problem solving.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: IncedoLocation(s): Noida, Gurugram
Keyskills: ITIL Certified Major Incident Management Critical Incident Management Change Management MTTR Problem Management People Management Skills SLA Management Stakeholder Management
Incedo
Incedo Inc (formerly a part of the $4Bn Indiabulls Group) is a technology solutions and services provider headquartered in the Bay Area, USA with workforce across North America, South Africa and India (Gurgaon, Bangalore). We specialize in Data & Analytics and Product Engineering Services, with ...
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