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About the role
- Manage end to end Incident Management Process aligning to the ITIL guidelines while adopting to the organizational requirements.
- Co-ordinate with various teams within and outside the organization to investigate and resolve incidents.
- Ensures service excellence is achieved through managing major incidents for the organization with effective use of agreed tools and defined deadlines.
- Capture timelines, prepare, review and publish the Root Cause analysis for major incidents within agreed timelines.
- Works in a 24/7 environment, hence adhering to shift plans of the team.
- Manage Bridge calls efficiently, capturing key points and ensuring all stakeholders communication is managed effectively and in a timely manner.
- Make sure all incidents are resolved/closed within the Agreed SLA with timely communication.
- Must have experience working with service management tools like JIRA, SNOW, alerting etc.
- Any other related tasks as required.
Requirements
- B.E./B.Tech/MCA/BSc (Computer Science)
- Experience working with service management tools like JIRA, SNOW, alerting etc.
Benefits
- Comprehensive health insurance
- Competitive salaries
- 401K
- Volunteer programs
- Scholarship opportunities
- Office amenities include a fitness center, cafe, and recreational facilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Incident ManagementRoot Cause AnalysisService Level Agreement (SLA) management
Soft Skills
CommunicationCoordinationStakeholder managementTime management