Job Description

Company Name: VARITE India Private Limited
About The Client:
An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
Essential Job Functions:

• Responsible for ensuring service restoration with minimal business impact, in case of an incident.
• Ensure defined Incident and Service Request Process is followed by the Support team
• Perform daily review of pending tickets and help teams in taking necessary actions. Assigned tickets if necessary.
• Ensure all tickets are handled within the SLA time.
• Ensure tickets are processed correctly.
• Ensure tickets are closed by engineers with proper update in IT Direct.

Follow defined Major Incident process -

• Initiate/Participate and coordinate major incident management process for high severity incidents as defined in the process.
• Ownership of high priority (P1) tickets.
• Continuous follow-up, regular updates
• Liaise with other technical teams, as required to ensure resolution
• Proper Hand-off to next shift IM to ensure continuity
• Escalate to Line Manager, if any issue or delay in resolution
• Prepare RCA with in defined timelines
• Ensure Problem management process is followed
• Ensure adherence to priority-based management based on impact + urgency.
• Train resources on ticket handling (Server Monitoring and Ticketing Systems).
• Ensure Shift handover activities are completed successfully
• Support operation manager in daily Supplier resource activity management.
• Update shift rosters if there are any changes
• Highlight deviations in shift plan to Operation Manager & Supplier HR Lead.
• Monitor individual performances (ticket resolved/pending)
• Ensure ETS (Emergency phone line) is always staffed and SLA are met.
• Responsible for reporting and customer interaction.
• Participate in weekly operations calls and ensure actions are executed.
• Ensure report preparation and submission to all management review meetings.
• Substitute each other during absences and share responsibilities as applicable.
• Implement agreed Service Continuity Plan on demand.
• Highlight issues to operation manager
• Highlight possible attrition to operation manager and participate in screening new resources.
• Suggest and participate in CSI activities.

Qualifications:
EDUCATION AND SKILLS

• University degree or equivalent work experience
• Good understanding of the incident life cycle
• Exposure/knowledge of Change/ problem management processes
• Ability to make quick decisions
• Willing to work in a 24/7 environment in rotational shifts including night shifts
• A keen eye for detail and a result driven approach
• Effective analysis: Ability to listen, analyze and summarize.
• Awareness of ITIL is mandatory.
• Ability to work in stressful situations. Conflict management skills is a plus.
• Customer and team-work oriented.
• Outstanding communication skills. Excellent English written and oral communication skills

WORK EXPERIENCE

• EXP-3-4 years
• Possess at least 3 years of experience as Incident manager handling incidents in a global support environment
• Work experience in an global environment. Software Industry experience strongly preferred.
• Prior experience in Incident management

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral: 0-2 years INR 5,000
2-6 years INR 7,500
6+ years INR 10,000
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.