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Associate, Incident Management

Gurgaon, India

This role will primarily work within the Incident Management as a critical role in Service Operations in service-oriented organization which is bound by Service Level agreement with clients.

Duties and responsibility:

  • Own the Incident Management (Priority 1 Incidents) Process and ensure effective implementation of the IM process across the functions
  • As a part of Major Incident Management (MIM) team, drive all the Priority 1 incidents and follow-up till the closure
  • Aligning the L2/ L3 / BDA Support in case of any delay in response to achieve the SLA
  • Perform hierarchical escalation (Both technical and Management) in case of Major (or optionally Strategically important) incidents and act as the interface to the client
  • Performance Notification Management to internal and external stakeholders as per IM designed process to HODs, GEM, CTO & COO, CXOs and Telco stakeholders
  • Initiate and coordinate the management teleconference bridge OR “Skype for business” messenger group chat during Major (or optionally Strategically Important) incidents
  • Ensuring periodic updates on Major (or optionally Strategically Important) incidents to Management on 30 mins frequency
  • Ensuring Problem Management process trigger by support Teams, as required upon closure of the Major incident without RCA
  • Ensure that the Incident records are fully updated prior handover to Problem Management Process and Incident database is kept on shared drive for any historical analysis
  • Ensure the Major Incident Report preparation and circulation to internal and external stakeholders, within agreed time frame
  • Incident reporting & meetings with Internal and External clients as part of the defined organizational Governance Model
  • Prepare and circulate the Incident Report Weekly / Monthly / Yearly as per the Servicer Level Agreement with client

Key skills:

  • Understanding of Problem and Change Management Process
  • Good English Communication skills – both, Written and Spoken
  • Good Incident Management Process understanding
  • IT / Telecom operations ways of working understanding
  • ITIL Foundation Certification

Qualifications:

  • Minimum experience of 4 Years
  • Prior work experience as Incident Manager OR Team / Shift Lead – Network Operation Center

Work conditions:

  • On-call availability
  • Willingness and ability to travel and be away for long periods of time at a go
Apply for Associate, Incident Management