- Responsible for monitoring all major metrics via various monitoring tools and following the major incident management process in restoring the major impacting incidents.

- Responding to a reported service incident, identifying the cause, and initiating the incident management process.

- Proactively identify High impactful scenarios from monitoring tools and engage stakeholders to avert any potential impacts.

- Prioritizing incidents according to their urgency and impact on the business.

- Planning and coordinating all the activities required to perform, monitor, and report on the process.

Resolution & Facilitation:

- Triage, Facilitate and drive all major issues to the resolution.

- Responsible for following the escalation matrix and engagement of stakeholders over the bridge calls and in parallel sending the Incident communications as per defined timelines.

- Point of contact for all Incidents and responsible for the effective implementation of the "Incident Management" process and carries out the respective reporting procedure.

- Represent the first stage of escalation for Incidents.

- Communicating with stakeholders and leadership teams for major issues with timely updates during the lifecycle of the incident.

Documentation/Knowledge Management:

- Post-Incident Management Reviews, Problem Management, Key metrics tracking, RCA Assignment & documentation on key action items identified.

- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.

- Monitor the incidents to ensure that the Service Level Agreements are met/respected.

- Ensure the closure of all resolved and end-user confirmed Incident records.

- Conduct brown Bag Sessions on Incident Management Process and educate/train stakeholders.

- Provide guidance to the Incident Process Coordinators.

Improvement Initiatives :

- Execute continuous process improvement initiatives where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.

- Execute strategies for Proactive monitoring and move the support from Reactive to Proactive.

- Effective measurement strategies for impacts averted or avoided(P-1 Avoids).

Requirements

- Strong verbal and written communication skills.

- Minimum of up to 4 years of overall experience in the IT Industry.

- At least 4 years of experience as Incident Manager/Sr. Incident Engineer.

- Certifications: ITIL foundation(Mandatory), Preferred: Expert Level.

- Experience working with Enterprise Command Center Teams.

- Strong knowledge of Microsoft Excel, PowerPoint and Data Management Systems is essential with a high degree of self-motivation and can-do demeanor.

- Ability to gain valuable insights through the strong data/information literacy skill, perform root cause analysis & problem solving.

- Must possess technical, analytical, presentation skills with the ability to translate findings into business reports and presentations.

- Must be open to working in shifts to provide 24/7 support and oncall support as necessary.

- Location: Bangalore( Candidate should be open to work from Office).

- At least 4 years of experience as Incident Manager/Sr. Incident Engineer.

- Certifications: ITIL foundation(Mandatory).

- Must possess technical, analytical, presentation skills with the ability to translate findings into business reports and presentations.