Incident Management: Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts.
Recovery Process Management: Oversee the recovery process based on best practices and ITIL standards. Process Standardization: Ensure consistent application of the incident management process.
Team Coordination
Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles.
Incident Assessment and Prioritization
Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently.
Reporting: Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged.
Communication: Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates.
Incident Response Procedures: Ensure well-documented incident response procedures are in place and followed.
Service Improvement: Drive continuous service improvements of the process and ITSM incident module. Identify process improvement opportunities and lead efforts.
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Strong working experience in Application support & service management tools ServiceNow, JIRA Strong knowledge of issue resolution & escalation practices Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools Incident Management.
Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts.
Recovery Process Management
Oversee the recovery process based on best practices and ITIL standards. Process Standardization.
Ensure consistent application of the incident management process. Team Coordination.
Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles.
Incident Assessment and Prioritization: Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently.
Reporting
Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged.
Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates.
Incident Response Procedures
Ensure well-documented incident response procedures are in place and followed. Service Improvement. Drive continuous service improvements of the process and ITSM incident module.
Identify process improvement opportunities and lead efforts. Strong working experience in Application support & service management tools.
ServiceNow, JIRA Strong knowledge of issue resolution & escalation practices Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools
Education
Bachelors/Masters
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