11:30 am to 9:30 pm (Day)
9:30 am to 9:30 pm (Day)
9:30 pm to 7:30 am (Night)
9:30 pm to 9:30 am (Night)
Skills and Requirements:
Proficient in Microsoft Office Suite, including Excel, Word, Outlook and PowerPoint.
Fluent English Speaking is Mandatory.
Analytical thinking and decision-making
Attention to detail and documentation
Excellent communication, coordination, and crisis management skills.
High-level written skills.
Roles & Responsibilities:
Coordinate and drive the resolution of high-impact incidents (Priority 1 and 2).
Act as the single point of contact (SPOC) for all major incident-related communications.
Facilitate incident bridges (conference calls, video calls) involving support teams, vendors, and stakeholders.
Ensure timely updates are communicated to relevant parties throughout the incident lifecycle.
Escalate unresolved incidents to appropriate levels in a timely manner.
Record, track, and manage incidents in the ITSM tool (e.g., ServiceNow, BMC Remedy).
Conduct post-incident reviews (PIRs) and root cause analysis (RCA).
Collaborate with problem management to ensure recurring incidents are addressed.
Continuously improve incident management processes and procedures.
Job Type: Full-time