10/09 Vnagji
Team Lead at Kanary Staffing Pvt. Ltd.

Views:388 Applications:98 Rec. Actions:Recruiter Actions:16

Incident Manager - Project/Program Management (9-14 yrs)

Hyderabad Job Code: 490408

One of our leading Fin. Tech Product based Clients in Hyderabad is looking for Incident Manager who he is working in a medium to large environment.

Designation : Incident Manager

Exp. : 9 - 13 Years

Loc : Hyderabad

Shift: Noon Shifts

Skill: Incident Management, ITIL, Servicenow, JIRA, Understanding Devops, support of working applications and infrastructure services.

Responsibilities & Duties

- Incident Coordination - manage all severity 1&2 incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group. 

- Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.

- Coordinate resolution efforts across multiple applications and groups.

- Conduct Post Event Reviews of each event with associated teams involved in each event with the goal of continuous improvement

- Provide metrics on Incidents Reported and work with the SRE Management team to identify trends/issues that require inclusion into the Problem Management agenda driven by the Problem Manager

- Provide input into the Incident Management Process, further defining the process flow, documenting expectations and assist in training and guiding impacted parties to adhere to the process.

- Provide after hours on call support.

Skills & Abilities :

- Strong project management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business- satisfaction.

- Excellent critical thinking and problem-solving skills in a service environment supporting multiple applications.

- Excellent oral/written communication skills with the ability to work collaboratively with all levels of the organization.

- Displays a credible presence and positive image.

- Develops other people's confidence in self through consistent action, values and communication.

- Develops a strong network and relationships that benefit the team and the organization.

- Can maintain a holistic perspective, - big picture-, rather than only positional or functional viewpoints.

- Experience and knowledge of the incident management principles and methodologies, specializing in medium/large-scale organizational incident processes.

- Accepts responsibility for own choices, actions, non-actions, successes and failures.

- Proactively seeks out new and up-to-date information which can be applied to the incident manager role and incident process.

- Ability to perform on call duties as needed/scheduled.

- Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.

- Perform KPI reporting and analysis and provide to the appropriate groups.

- Prioritizing tasks appropriately and meet all defined deadlines.

- Perform daily duties with minimal direction.

- Effectively communicates status of major incidents to the appropriate stakeholders.

Education and Experience :

- Bachelor's degree in an IT or Project Management program or equivalent work experience

- ITIL Foundations certification (preferred)

Required Skills :

- 10 to 13 years related experience with a background in IT Operations, including support of working applications and infrastructure services.

- At least 4+ year of experience as an Incident Manager working in a medium to large environment.

- Experience with ServiceNow or related Service Management tool.

- Experience with JIRA and/or another issue/bug tracking and Project Management tool.

- Understanding of DevOps philosophy.

- Experience in a Global Operations Center environment

Women-friendly workplace:

Maternity and Paternity Benefits

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