Incident Manager

Qualifications: Any Graduate

Certifications: Mandatory - ITIL certified

Preferred: ITIL 4

Experience: 7-10 years

Industry Type: IT Services

Duties and Responsibilities:

We provide Infrastructure monitoring and other IT support services for US based clients in a multi-client environment.

Following are some key responsibilities:

• Identify and interpret issues with impact through various sources (emails, user reports, monitoring tool alerts etc) and follow ITIL support procedures to respond.
• Assess and prioritize faults and respond or escalate accordingly following ITIL aligned processes. Handle issues of all priority based on impact and criticality.
• Handle Priority 1 and Priority 2 issues, Initiate and handle bridge calls with clients as and when required.
• Write end user business communications, and share them as per process.
• Coordinate with stakeholders/vendors for issue resolution and Root Cause Analysis
• Perform infrastructure health checks and flag issues based on impact.
• Participate and contribute to Change Advisory Board meetings for infrastructure changes.
• Performing disaster recovery operations and data backups when required.
• Manage and maintain monitoring Systems.
• Identify problems, and frequently present viable solutions to problems.
• Handle multiple priorities with multiple clients / ability to work in multi-client environment.
• Should be open to suggest and help implement process improvements and development opportunities for self and the team.
• Consistently demonstrates good customer service throughout the area of responsibility.
• Co-operate with other teams. Actively encourage strong working relationships with other teams.

Skills Required:

• Good communicator with experience with US based support environment (US Preferred)
• Excellent communication skills (both written and verbal).
• Good technical documentation skills.
• Basic Linux CLI skills and basic Sys Admin skills.
• Experience on ticketing tool like Service Now & JIRA will be a plus.
• Willing to learn and develop new skills.
• Sound understanding of IT service landscape.
• Good understanding of servers, types and their various environments, basic understanding of enterprise networking.
• Actively seeks out tasks that help develop skills and knowledge
• Actively seeks ways of improving existing systems and processes.
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
• Flexible and adaptable approach to problem solving.