IT Operations Associate - Bengaluru, India - Itron

Itron

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

JOB SUMMARY:

The primary responsibilities of the Incident and Problem Manager are to identify, facilitate and effectively resolve a variety of incident types.

These may include, but are not limited to, traditional infrastructure incidents, as well as security and privacy incidents. Incident Managers are expected to provide prompt, clear incident communications to key stakeholders including executive level leadership. In addition, they are required to provide leadership to the cross-functional teams involved in incident resolution.

Once the issue has been resolved, the Incident and Problem Manager is tasked with partnering with the team to identify root cause and pursue potential measures to prevent similar incidents from occurring.

Essential RESPONSIBILITIES and ACCOUNTABILITIES:

Effectively manage the prescribed process to drive restoration of services for customers (internal and external) while minimizing impact.
Partner well with key functional areas to ensure swift resolution of incidents and events
Produce and maintain incident documentation in various formats including: incident. chronology, stakeholder status updates; executive briefing notes, and postincident reports
Facilitate meetings with, and provide communications to, internal business groups including, but not limited to, executive level leadership, customer support, and technology teams throughout the incident lifecycle.
Lead postincident analysis and documentation to ensure accurate root cause of incidents is published, appropriate preventive actions are identified and tracked, and reduce likelihood of future technology and cybersecurity events.
Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents.
Communicate effectively with business and technical audiences and produce suitable communications for multiple audience types, both clientfacing and internal.
Incident and Problem Managers are expected to function independently in a fastmoving environment where demands for accurate and timely communications are critical. This includes the ability to manage a variety of requests while continuing to follow defined processes and procedures.
Depending on the nature of the incident, an Incident Manager may need to facilitate the resolution of an incident on their own. In some cases, the Incident Manager may be asked to coordinate their effort with other Incident Managers.
Process owner, responsible for designing, developing, maintaining and improving the process and procedures
Ensuring that appropriate process documentation is available and current
Periodically auditing the process to ensure compliance to policy and standards
Periodically reviewing the process strategy to ensure that it is still appropriate and change as required. Communicating process information or changes as appropriate to ensure awareness.
Reviewing opportunities for process enhancements. Monitor and drive the efficiency and effectiveness of the process through various reports and metrics.
Addressing issues with the running of the process and providing input to the ongoing service improvement plan
Dedicatedly worked on Major Incident Management (handling major incidents independently).
Experience in opening and handling major incident bridges.
Excellent communication skills (Must have worked with US clients).
No MTI (mother tongue influence).
Willing to work in shifts and weekends since this is a 24/7 Working environment
Experience in setting up or improving security and audit processes.

JOB SPECIFICATIONS - Knowledge & Skills:

Experience in leading and influencing geographically diverse cross functional teams.
Experience working with ITIL v3 principles.
Experience coordinating issues between multiple business units from technical support to corporate executives.
Ability to understand and work with complex, large enterprise business environments.
Experience executing full array of incident management and cybersecurity investigation processes.
Technical writing experience following ITIL best practices with standard operating procedures, knowledge base articles, etc. and advanced skills with Word, Excel and SharePoint.
Ability to independently lead and drive major incident/event bridge calls.
Produce management metrics and reports covering all aspects of Incident, Problem, Change, Release, Configuration and Knowledgebase Management
Ensure development of reports based on business/service lines to provide better and specific visibility Business lines individually
Responsible for continual service improvement actions arising out of the metrics Skills and Certifications Required
Experience with ITSM Tools.
ITIL foundation is a must. ITIL Service Operations Certified (Optional)
7+ years into Incident Management/Major Incident Management/Problem Management.

Recommended Talents