Photon
Incident Manager – Job Description
- Perform L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
- Monitoring alerts or incidents and acknowledgement per defined SLA.
- Perform health check activities and monitor performances of infrastructure components & applications.
- Engage third parties (as required) to support resolution for Supplier Services
- Initiate the technical bridge upon Major Incident declaration.
- Engage Incident commander/ supervisor/on call manager.
- Engage other technical teams to support resolution for supplier services.
- Confirmation with end users for issue resolution and update all stakeholders on technical bridge.
- Keep the incident updated as per discovery or end user information on real time basis.
- Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
- Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
- 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.
- 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.
- Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.
- Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.
- Perform proactive problem management.
- Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
- Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.
Must Have
- Experience in Jira, Monitoring & ServiceNow tools
- MS Office Tools
- Ability to create monitoring dashboard
- Ability to drive MI calls
- Strong Problem-Solving skills
Good to Have
- Any Scripting/programming language
- ITIL certification
- SQL basics
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
Working in India
India, officially the Republic of India, is a country in South Asia. It is the seventh-largest country by area, the most populous country in the world and, since its independence in 1947, the world's most populous democracy. Bounded by the Indian Ocean on the south, the Arabian Sea on the southwest, and the Bay of Bengal on the southeast, it shares land borders with Pakistan to the west; China, Nepal and Bhutan to the north; Bangladesh and Myanmar to the east. In the Indian Ocean, India is near Sri Lanka and the Maldives. Its Andaman and Nicobar Islands share a maritime border with Myanmar, Th
More jobs at Photon
Keep exploring on Get A Job.ai
Not quite the right fit? Your next opportunity is a click away.
- Browse all jobs
- More jobs by category
- Remote jobs you can do from anywhere
- Research typical pay for this role
- Set a job alert so new matches reach you first
- Upload your resume to apply faster
Hiring instead? Post a job and reach candidates searching right now.