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    Senior Engineer - Hyderabad, India - LTIMindtree

    LTIMindtree
    LTIMindtree Hyderabad, India

    4 days ago

    LTIMindtree background
    Technology / Internet
    Description

    Role Description:

    • as a SPOC for the Customer to provide the status update whenever a major incident occurs.
    • the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization.
    • logging, categorization, prioritization, assignment, co-ordination, and communication until resolution
    • a Bridge through involving all relevant Resolver Groups and continuing the discussions till the Major incident is resolved.
    • the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Ensuring the Major incident is resolved within the SLAs agreed with the Customer.
    • ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner.
    • all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
    • to end understand if incident life cycle - Challenges, different priorities handling skills.
    • a thorough analysis and preparing the Post Incident Review (PIR) for every Major Incident after it is closed.
    • that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process
    • with the process managers (Change manager, Problem Manager, capacity manager, Availability manager, IT Service continuity manager, etc.) on a need basis to avoid reoccurring of the major incidents. Additionally, work on Change requests (Maintenance) with CAB & Support Teams end to end.
    • the SOP and get timely review and sign off from the customer.
    • Alert and Major Incident analysis (through coordinating with problem Management process)

    Desired Anchor attributes:

    KEY RESPONSIBILITIES:

    • to work in (24/7) shift and flexible schedule and extend for any business-critical hours (No constraints, no reservations).
    • have exposure to ITIL practices. Good written verbal communication skills
    • on experience on Service NOW Tool and its report/dashboard creations
    • on experience of reporting tools - Excel. Power Bi will be adding advantage.
    • in helpdesk environment and excellent team skills with ability to listen and contribute to discussions and meetings.
    • in working is a service provider environment.
    • motivated individual, with a positive pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
    • ownership of incident tracking, triage, mitigation, and resolution
    • for achieving agreed SLA / OLA targets.
    • strategic thinking, quantitative and analytical skills, and collaboration
    • to work under stress and handle crisis situations.
    • and planning for process improvement projects.

    SKILLS

    • in computer science
    • analytical and troubleshooting skills.
    • + years of Incident Management & Major Incident Management (Preferred)
    • fault analysis/determination and problem-solving skills
    • and collaborate effectively in English. Excellent written and verbal communications skills are a must.
    • to perform work under continuous deadline pressure.
    • with ITIL compliant incident management
    • troubleshooting and problem resolution steps
    • experience
    • (Power BI, Excel Advanced, PowerShell, MS Flow, DevOps) good to have skills.

    IT Skills

    • v4 foundation mandatory
    • DevOps good to have skill.
    • tools – Power BI and Excel
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