IPC Lead

Job Responsibilities:

• Needs to lead/manage daily Incidents, Problem and Change management, MIS/SLA & communication and are responsibilities for ensuring the complete support. Specific responsibilities include:

• Strong understanding of Technologies including Cloud

• Accountable to drive daily incidents to early closure with proper RCA.

• Initiate and drive review of Root Cause of each incident. Need to make sure all action items are recorded and tracked till closure.

• Interface with all deliver and operation verticals and platform lead to optimize all incident/change basis on recurrences.

• Track ALL Incidents, RCA & Changes and escalate appropriately to leadership.

• Act as a point of escalation for KPI breach of any incident/RCA/Change.

• Responsible for preparations and publishing the proper RFO/RCF/RCA and Detailed plan for long standing incidents.

• Drive all Sev1 & Sev2 incidents and Monitoring all SMS/e-mail Notifications till closure and check the compliance with respect to the closure as prescribed in the process

• Technically audit all RCAs and track action items till closure.

• Drive all process improvements and also manage audits till closure of open items

• Manage all changes and notification through SMS/e-mail from quality and timely perspective.

• Publish daily/weekly and monthly dashboards

• Identifying areas for improvement using key measurements and drive same.

• Reviewing business justifications for Priority incidents

  Education:

  Minimum Bachelor of Engineering.

  Experience Requirements

  15+ years of relevant industry experience in which minimum 10- 12 year of experience should be as a technical, operation & service management or similar profile in technical delivery environments.

  Technical Skills

• Understanding of Application and infrastructure in Financial Services and dependencies on each system/application

• Technical knowledge of Infrastructure (OS, Middleware, Database and Network)

• ITIL Intermediate/expert Certification

• ISO 2000/BS15000 knowledge or having implemented