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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Web / Mobile Technologies |
| EmploymentType | Full-time |
Responsibilities: Regional escalation point of contact for Incident Management related activities Technical understanding in the areas of cloud infrastructure, DevOps framework, storage and networking infrastructure; utilize background to assess, diagnose and resolve incidents raised in our environments Lead Major Incident communications, including but not limited to: coordinating required resources, diagnosing incidents, triaging, documenting and working towards resolution Executive reporting including but not limited to: KPIs status, trends, pain points and successes Collaborate across the organization to get an understanding of interdependencies between Changes, Incidents and Problems as they are introduced in the environment Work across the various ITSM processes including Change and Problem to identify synergies and dependencies to add value Participate in the development of Root/ Cause Analysis documents that are created to support closure of incidents; identify areas where gaps can be closed, reduce risk and continually improve upon reducing major events and incidents Identify opportunities for automation in the areas of Incident Management; work with teams to drive implementation and improve efficiency Ability to understand and convey application and infrastructure incidents to both technical and non- technical audiences Occasional weekend rotation coverage and after hours coverage to support Major Incidents and Priority One events impacting critical systems and functions Ability to work seamlessly and step into other areas ITSM, including Change and Problem Management What We re Looking For: A strong candidate with excellent communication skills, is self- motivated and able to handle multiple situations concurrently. Someone who is not afraid to make decisions and lead teams during high profile incidents.Basic Qualifications: 5 years of relevant industry experience within Incident management Bachelors degree in Computer Science, Information Systems or Engineering is required, or in lieu, a demonstrated equivalence in work experience. Experience with ITSM and ITIL framework Understanding of application and infrastructure technologies including Cloud, network, storage, application development and DevOps Excellent interpersonal and communications skills with the ability to identify creative solutions to challenging situations or problems Demonstrates a strong understanding of technology and business including business processes Accountable, detailed oriented, hard- working, organized and responsive Ability to operate in a complex, fast paced, matrix environment Promotes a culture of continuous improvement and service excellence Strong team player with the ability to easily collaborate Preferred Qualifications/ Skills: Experience with following Agile and Kanban framework Experience with industry leading ISTM COTs packages including ServiceNow and SDM12 Strong working knowledge of ServiceNOW and Microsoft Office collaboration tools including SharePoint, PowerPoint, Excel and Visio ,
Keyskills :
events computerscience microsoftoffice criticalsystems problemmanagement serviceexcellence creativesolutions incidentmanagement aj itilframew collab ationtools executiverep ting inf mationsystems