Incident & Event Management Expert

Job Description

Position Purpose: The candidate should have strong Infrastructure knowledge in any of the following fields: (Windows /UNIX/ Networks/DB/SAN/NAS, etc.), monitoring and escalation experience and the ability to coordinate the Major Incident Management process.

• ITIL Certified Strong knowledge of ITIL process (IM, PM, EM, KM).

Major Accountabilities:

• Ability to assess and coordinate high severity incidents. Own Predict and prevent operations for assigned scope with target to identify gaps and reducing incidents within the scope in collaboration with resolver groups.
• Responsible to oversee Operationally critical application, event correlation and engagement with customers on feedback and service improvements.
• Publish reports based on defined periodicity Be responsible to oversee shift management when required including that of vendor staff. Publish reports based on defined periodicity.
• Undertake ad-hoc projects as assigned. Provide technical expertise for the planning and definition of new requirements: perform feasibility and performance studies, including benchmark, capacity planning, sizing, etc.
• Contribute to continuous improvements, cost reduction and performance of the NOC services.
• Contributes to technical efforts for integrating new and existing technologies Drive/Manage service quality, performance and improvement of service delivery processes as per established governance and reporting Support Major Incident Management process and handle all Critical/Major incidents in the organization.
• Initiating bridge calls and sending communications Prepare Major IM analysis reports on a weekly, monthly and quarterly basis to be provided to the Leadership team.
• Demonstrate clear and definitive understanding of business needs and requirements.
• Address any potential technical and non-technical issues and escalations within and outside of team which might impact the team s performance adversely.
• Maintain overview of daily records, incident logs & shift planners. Responsible for 1st level Service Continuity of the operations during regional/location outages.
• Seek and provide feedback, mentoring, support, and career development to and from team.
• Routinely provides informal coaching, technical trainings, through suggestions, feedback and encouragement to less experienced team members.
• Be the 1st point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude & approach by team members.
• Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional teams Achieve agreed targets in terms of quality and time.
• Ensure business is not affected under any circumstance at all times. Achievement of service levels corresponding to industry best practice.

KPI:

• Working experience with market proven ITSM tools (e.g. BMC Remedy, HP tools) Problem solving skills Familiarity with the Event Management process.
• Capability to think strategically and proven ability to set, develop and execute the service delivery strategy for the service portfolio .
• Implement and achieve best operational practices and optimize operational services.
• Achieve agreed targets in terms of quality and time. Ensure business is not affected under any circumstance.
• Apply professional competencies to administrate and optimize the assigned system environment.
• Achievement of service levels corresponding to industry best practice.

Minimum requirements

• Bachelor s degree in computer science or appropriate technical/functional discipline or equivalent technical certifications. Fluent in English (written and spoken)
• Total 8-10 years of experience in a Command Center/Datacenter environment.
• More than 3 years of experience in Service Management of a global or regional service portfolio in similar areas, across geographies and business areas.
• ITIL Certification is a must. Certifications on Server/Networks will be an added advantage.
• Excellent Communication and Interpersonal skills. Willingness to travel (globally).

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Keyskills :
ervice quality major incident management problem solving incident management itil process shift management event correlation computer science service delivery bmc remedy capacity planning service levels service continuity analysis reports ev