Job Description

Project Role :

Application Lead

Project Role Description :

Lead the effort to design, build and configure applications, acting as the primary point of contact.

Must have skills :

Critical Incident Management

Good to have skills :

NA

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: We are seeking a proactive and detail-oriented Incident Management Engineers to join our operations team. The ideal candidate will be responsible for managing and driving the resolution of production incidents, minimizing business impact, and ensuring consistent communication across stakeholders. This role requires strong analytical skills, excellent communication, and the ability to operate effectively in high-pressure environments. The position follows a 24/5 rotational shift model. Shift Details - Shift C (5pm to 230 am, 10 pm - 8 am) rotational basis Roles & Responsibilities: o Act as the primary point of contact during production incidents, ensuring timely resolution and effective coordination. o Lead technical bridges, involving appropriate teams for quick diagnosis and remediation. o Maintain accurate incident records, including timelines, impact analysis, root causes, and corrective actions. o Facilitate post-incident reviews (PIRs), document lessons learned, and track remediation tasks. o Collaborate with application, infrastructure, and support teams to improve incident response processes. o Monitor system and application alerts, triage issues, and ensure timely acknowledgment and resolution. o Proactively monitor tickets and user-reported issues to identify and log incidents. o Categorize and prioritize incidents based on impact and urgency to ensure appropriate response time. o Conduct initial incident analysis to determine root cause and next steps. o Collaborate with internal teams, vendors, and stakeholders to investigate and resolve incidents. o Ensure high-priority incidents are addressed promptly and escalated when necessary. o Coordinate incident resolution efforts to minimize business disruption and restore services quickly. o Ensure SLA (Service Level Agreement) and KPI targets (such as MTTR and RFT) are consistently met. o Communicate incident status and progress regularly to stakeholders and management. o Verify incident resolution and restoration of normal service operations before closure. o Record detailed incident information, including impact, severity, and all troubleshooting steps, in the ticketing system. o Follow escalation procedures and provide timely updates to leads for unresolved or escalated incidents. o Develop and maintain runbooks, escalation matrices, and incident handling procedures. o Maintain clear documentation throughout the incident lifecycle, ensuring transparency and accountability. o Analyze incident trends to identify recurring issues and recommend preventive actions. o Contribute to continuous improvement initiatives for enhanced efficiency, effectiveness, and user satisfaction. o Make sure all the resources are on the respected bridges. o Check shift schedule and see if any planned/unplanned leave and update shift schedule and inform Comcast accordingly o Check and prioritize any High priority / aging tickets above 7 days o New Triage SRs and have the POC take next steps to meet the OLA o Check escalation emails from Comcast or users o Review unrestored SRs in o Customer Verification o Change Implementation o Customer Information o Review Restored SRs that are not closed o All status except closed o Use Compliance dashboard for information and if any non-compliance SRs, take next action to be compliant o SRs that are restored for Restoration date, initial RCA, RCA template and Ticket number if applicable o Aging and Priority SRs and get ready with clear explanation for EOD call Professional & Technical Skills: o 6 -10 years of experience in Incident Management or a similar support/operations role. o Solid understanding of ITIL processes, particularly Incident, Problem, and Change Management. o Strong communication and stakeholder management skills, especially under pressure. o Experience working in shift-based or 24x5 operational environments. o Ability to coordinate across multiple teams and drive incident resolution end-to-end. o Working knowledge of ticketing systems (ServiceNow, JIRA, Remedy, etc.). o Good analytical and troubleshooting skills to assess incident impact and prioritize resolution efforts. Additional Information: - The candidate should have minimum 5 years of experience in Critical Incident Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.




15 years full time education