Job Description

:

MIM (Major Incident Management) profiles with Infrastructure Knowledge. Experience of alert monitoring using any tool.

Primary Skill or Must have Skills:

Incident Management, Infrastructure Monitoring, SolarWinds Monitoring

Experience of handling Major Incident Management bridges

Secondary Skill or Good to have skills:

Problem Management

Accurate JD

Responsible for implementation, execution, governance, reporting and coordination of the Incident Management process across all internal and external support groups and Customer stakeholders to ensure resolution of all priority of incidents within the agreed response and resolution timelines.

• Responsible for the end-to-end management of all IT major incidents

• Leading, driving the incident bridges for quicker resolution by engaging relevant stakeholders.

• Ensuring all relevant information is captured as part of the incident triaging, workarounds / resolution.

• Liaise with various support teams as necessary.

• Responsible for Post Incident review.

• Work with Technical teams on the RCA documentation.

• Righteous Communication - Verbal / Written

General Responsibilities:

Qualifications:

3-7 years of experience as a Process Consultant- Incident Management

SolarWinds Monitoring experience mandatory

ITIL Certified-ITIL 4

Excellent understanding of Enterprise ITSM tools like Fresh desk, ServiceNow, Remedy etc.

Security & Audit, Escalation Ticket handling, Helpdesk Ticket Coordination, Change management, Documentation, Reporting.

Facilitate and manage end to end Incident Management Process.

Drive the overall efficiency and effectiveness of the Incident Management process.

Ensure management and customers are sufficiently informed about the Major Impacting Incidents.

Ensures incidents resolution and management conform to process policies & standards.

Provides input into important decisions regarding Incident Management supporting technology requirements.

Responsible for the effective cooperation between Incident Management and other ITSM process managers.

Monitoring and reporting the effectiveness of the Incident Management performancRecommend process improvement to the Incident Management Process Owner.

End-to-end ownership of all incidents and requests including those that may need to be dispatched or escalated to more specialized entities for resolution

Helpdesk and coordination support for business continuity, availability, and disaster recovery activities

Helpdesk change management/change controls. (Problem resolution)

Monitor Data Center Infrastructure and escalate services in case of issues

Monitoring of JAMS (Batch Management Tools), Data Com (MPLS, DIA, Broadband, LTE a.s.o), Systems, Servers, Network, Voice, Data Bases (Oracle and Microsoft), backups, CheckMK, OPS Cockpit

Branch NAS Devices monitoring, patch, upgrade and deployment management

Management/monitoring and reporting of device shipments to branches.