Incident Manager

• Perform L1.5 troubleshooting resolution for Infrastructure and application related issues as per knowledge articles.
• Monitoring alerts or incidents and acknowledgement per defined SLA.
• Perform health check activities and monitor performances of infrastructure components applications.
• Engage third parties (as required) to support resolution for Supplier Services
• Initiate the technical bridge upon Major Incident declaration.
• Engage Incident commander/ supervisor/on call manager.
• Engage other technical teams to support resolution for supplier services.
• Confirmation with end users for issue resolution and update all stakeholders on technical bridge.
• Keep the incident updated as per discovery or end user information on real time basis.
• Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
• Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
• For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
• Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
• Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.
• Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.
• Perform proactive problem management.
• Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
• Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.

Must Have

• Experience in Jira, Monitoring ServiceNow tools
• MS Office Tools
• Ability to create monitoring dashboard
• Ability to drive MI calls
• Strong Problem-Solving skills

Good to Have

• Any Scripting/programming language
• ITIL certification
• SQL basics