Incident Manager - Chennai, India - Alp Consulting Ltd.

Description

Responsibilities and Challenges

· Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible;

· Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus;

· Leveraging technology to issue all communications and providing key stakeholder management

· Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.);

· Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls

· Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed

· Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution

· Being accountable for resolving the outage via workaround or permanent fix

· Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews

· Supporting and nurturing process improvements and knowledge base improvements

· Continually maintaining and developing tools and resources to manage major incidents effectively

· Providing periodic major incident metrics reports

Qualifications

· ITIL 4 foundation certificate is required.

· Incident Management knowledge and experience demonstrating understanding of both SLA & OLA delivery

· Exceptional written and verbal communication skills in English.

· Be able to communciate with senior management and translate a techncial issue to business langauge including immediate impact and risk to business.

· Meticulous attention to detail;

· Proven critical thinking, deductive reasoning, and problem solving skills;

· Good understanding of production IT Environment and IT Operations;

· Ability to work rotating shifts to support 24/7/365 organization;