Incident Manager

Role:
• Incident Manager

Experience: • 09 - 12 Years

Job Description
As Incident Manager, you will be responsible for daily Production Support functions for suite of applications or products

Responsibilities

• Work with Front-Line Analysts to troubleshoot complex technical issues. • Ensure that all incidents related to the supported applications are resolved in a timely manner. • Solve production down situations under tight SLA deadlines. • Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible by working with Frontline Analysts or other resolver teams (Development, Cloud Infra, Network and Database team) • Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement • Takes steps to reduce recurring issues in production. Provide details of recurring issues and influence the respective resolver to for permanent fix. Escalate if there are delays in permanent fix. • Work closely with Technology Infrastructure Teams, Development & Testing Teams, Product architects in supporting Integrated / Independent releases, software/hardware upgrades, Server Upgrades and so on. • Evaluate mundane manual Ops activities and find ways to automate. • Develop deep understanding of the underlying technical architecture and the product modules. • Work closely with the development team, have a thorough understanding of the application and functionality when new solutions are introduced into the production environment. • Supporting continuous enablement, regularly look for efficiency improvement or productivity savings. Drive and live by the culture of innovation resulting in highly efficient team improving operational efficiency. • Assist with the info sec team in the roll out and operation of appropriate security controls. • Document SOP, Operations Handbook, troubleshooting steps and service restoration details. • Willing to work in Night Shifts.

? Desired Candidate Profile • Bachelor’s/Master’s degree in Computer Science, IT • Relevant experience of at least 5+ years • Good communication and presentation skills • Possess excellent written and verbal communication skills • Experienced in working with agile environment • Experienced in leading a team of 10-15 members • ITIL certification is a plus