Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, or disability status. EEO/Disabled/Vets
Job Description :
The role is responsible for managing the full lifecycle of a multi user P2 and P1 Incident as well as providing guidance and governance to the L1 “eyes on glass” monitoring team.
Reports To Operations Shift Manager
Internal Relationships Infra support, Service Management, Application Support teams, All
managers and employees External Relationships Vendors, contractors
Competency Profile
Competency Level
Analysis 3
Customer and Client Orientation 5
Detail and Quality Orientation 4
Planning and Organizing 3
Communication - verbal 5
Team Orientation 4
Technical
Using collaboration tools 4
ITIL / ITSM knowledge 5
Monitoring tools (BMC Truesight, AWS, Splunk) 4
Critical Incident Manager
Time: 100%
Tasks
▪ Strong knowledge on Monitoring Tools and other system tools used for L1 level
troubleshooting.
▪ Candidate should have work experience under ITIL standards and should be ITILv3
Foundation Certified.
▪ 6+ years’ experience in working under DC operations Technology.
▪ At least 3+ years of experience as Incident Manager.
▪ Should possess good knowledge of Incident, change & Problem management.
▪ Should have the understanding of the ITSM tool - BMC Remedy SmartIT
▪ Strong communication skills.
▪ Should be able to handle the conference bridges and be able to independently interact
with the technical teams and customer.
▪ Strong team player and should generate enthusiasm among team members.
▪ Proactive approach to seek opportunities and handle challenges.
▪ Manages the process of innovative change / thoughts.
▪ Develop relationship with client and communicate effectively to identify the need and
evaluate alternative solutions; manages client expectation effectively.
▪ Should have understanding of the business issues and can think 360 degree.
▪ Should be experienced in quality audits and sharing the feedback.
▪ Should have good knowledge of report creation and doing the trend analysis
▪ Open to the rotational shifts and week offs.
Key Performance Indicators
▪ Adhere to Service Level Agreements
▪ Adhere to change control policies and procedures
▪ Adhere to the Incident and problem management procedures
▪ Customer satisfaction
Qualifications
▪ ITIL Foundations
This job is posted with NTS Technology Services Pvt. Ltd.Job Category: