Short Description

Senior Incident Manager – 6 to 9 Years – Mumbai (Airoli)


Job Responsibilities

Job Tite:- Incident Manager

Experience:- 6+ Years

Job Location:- Mumbai

Job Description:-

  • 5+ Years of experience in Incident Management in International Environment Handling Critical Infrastructure Incidents in International Environment Take Ownership of Infrastructure Incidents and drive the technical team to the resolution.
  • Coordinate with different technical teams across the globe to resolve the incident.
  • Priorities the incidents depending on the Criticism according to ITIL V3 Should have worked in ticketing tools like ITSM Initiation of Bridge calls across various Stake Holders/ Technical teams to drive the incident to resolution
  • Timely Communication of Critical Incidents to all the Stake Holders. 
  • Should be able to produce Incident Report to Critical Incidents Follow-up on the resolution of pending incidents to resolve it within SLA. 
  • Review incidents logged / alerts generated and declare major incidents.
  • Send outage communication to customer management as per documented frequency.
  • Open Technical and management /customer bridge and drive the meetings.
  • Monitor the business impact being caused and work towards to reduce the impact 
  • Ensure technical personnel with appropriate skills gets involved immediately.
  • Prepare major incident report.
  • Conduct major incident review.
  • Ensure major incident process is followed.
  • If change is involved, ensure emergency Change is created and ensure it is implemented.
  • Decide when to involve vendor /support group if the team is not able to resolve the issue and ensure support from these teams till the issue is resolved 

Contact Person – Pratiksha Sonavane

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