Incident Manager | Offshore

<h3>Incident Manager - Job Description</h3><ul><li>Perform L1.5 troubleshooting &amp; resolution for Infrastructure and application related issues as per knowledge articles.</li><li>Monitoring alerts or incidents and acknowledgement per defined SLA.</li><li>Perform health check activities and monitor performances of infrastructure components &amp; applications.</li><li>Engage third parties (as required) to support resolution for Supplier Services</li><li>Initiate the technical bridge upon Major Incident declaration.</li><li>Engage Incident commander/ supervisor/on call manager.</li><li>Engage other technical teams to support resolution for supplier services.</li><li>Confirmation with end users for issue resolution and update all stakeholders on technical bridge.</li><li>Keep the incident updated as per discovery or end user information on real time basis.</li><li>Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.</li><li>Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.</li><li>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.</li><li>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.</li><li>Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.</li><li>Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.</li><li>Perform proactive problem management.</li><li>Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.</li><li>Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.</li></ul><h3>Must Have</h3><ul><li>Experience in Jira, Monitoring &amp; ServiceNow tools</li><li>MS Office Tools</li><li>Ability to create monitoring dashboard</li><li>Ability to drive MI calls</li><li>Strong Problem-Solving skills</li></ul><h3>Good to Have</h3><ul><li>Any Scripting/programming language</li><li>ITIL certification</li><li>SQL basics</li></ul><p>Originally posted on <a href="https://himalayas.app">Himalayas</a></p>