Job Description

Project Role :

Application Support Engineer

Project Role Description :

Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills :

Incident Management

Good to have skills :

NA

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: A Major Incident Manager is responsible for overseeing the resolution of high-impact IT incidents that disrupt business operations. They act as the central point of coordination during major incidents, ensuring swift recovery, clear communication, and minimal disruption. Roles & Responsibilities: - End-to-End Incident Management: Lead the response to major IT incidents from detection to resolution. -Bridge Facilitation: Host and manage incident bridges involving technical teams and stakeholders until resolution is achieved. -Stakeholder Communication: Provide timely updates to internal and external stakeholders throughout the incident lifecycle. -Root Cause Analysis: Coordinate post-incident reviews and ensure thorough documentation of causes and resolutions. -Process Improvement: Continuously refine incident management processes and contribute to knowledge base updates. -SLA Compliance: Ensure incidents are resolved within agreed service levels and escalate when necessary. -Collaboration: Work closely with technical leads, service continuity managers, and problem management teams to prevent recurrence. Professional & Technical Skills: - Must To Have Skills: Proficiency in Incident Management. - Strong analytical skills to assess incidents and identify root causes. - Experience with ticketing systems and incident tracking tools. - Ability to communicate effectively with technical and non-technical stakeholders. - Familiarity with ITIL framework and best practices in incident management. Additional Information: - The candidate should have minimum 5 years of experience in Incident Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.




15 years full time education