Incident Management Lead
JOB SCOPE
o Lead the incident management process and team involved in resolving the
incident.
o Responding to Sev1 incident, identifying the cause, and initiating the
incident management process.
o Working with delivery teams to prioritizing incidents according to their
urgency and influence on the business.
o Creating knowledgebase that outline incident protocols such as how to
handle cybersecurity threats or how to correct server failures.
o Collaborating with the various teams to ensure that all protocols are
diligently followed.
o Reporting on incident, problem, change, service request issues and
escalating to ensure they are closed ON TIME while ensuring recurring ones
are addressed.
o Adjusting the incident management process as required to ensure its
effectiveness.
o Creating the RCA with help of the delivery teams and ensure that it’s
presented within said time and also ensuring continuous improvement in
SLA, TAT, count etc
o Communicating with upper management if major issues are found in the IT
system.
o Will be the owner of the Unified Helpdesk application and should have the
capability to enhance the process, tool further as the need arises.
• REQUIREMENTS
o Bachelor's degree in information technology, engineering, or a related field.
o At least 5+ years of experience working in IT service management, or a
similar role.
o Strong knowledge of IT service management software including ITIL and
COBIT.
o Experience working with IT systems and software such as Manage Now,
Fresh Service, Tivoli, SolarWinds, Nagios XI, etc
o Solid scripting knowledge in languages, such as Shell, SQL, Java, C++ etc.
o Excellent managerial skills and ability to collaborate with team members.
o Ability to analyse a high volume of technical data and work in a fast-paced
environment.
o Strong problem solving, analytical, and time management skills.
Subodh Popalwar
Software Engineer, Memorres
About This IT company is hiring for Incident Management Role
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Looking for a passionate Production Support Lead and team player who wants to learn, contribute and bring fun & energy to the team. We are a friendly startup where we provide opportunities to explore and learn a lot of things(new technology/tools etc.,) in building quality products using best-in-class technology.
Responsibilities :
· Customer Relationship Management
· Incident Management. Manage ticket queue and resolve it in timely manner.
· Analyzing the incidents and either responding to the end user with a solution or escalating it to the other IT teams.
· Troubleshoot minor and major system problems in a timely manner and escalate to L3 support when necessary.
· SLA Management
· Develop and maintain accurate technical and user documentation.
· Working with QA to ensure the quality and timing of new release deployments.
Skills/Experience :
· Strong analytical and problem-solving skills and interest in learning new things will be the key.
· Excellent interpersonal skills handling internal and external customers
· About 3 years of professional experience in providing product support in leading BFSI sector organisations
· Experience in any DB (SQL/noSQL)
· Testing Exposure will be an added advantage
L2 Support
Location : Mumbai, Pune, Bangalore
Requirement details : (Mandatory Skills)
- Excell communication skills
- Production Support, Incident Management
- SQL ( Must have experience in writing complex queries )
- Unix ( Must have working experience on Linux operating system.
- Pearl/Shell Scripting
- Candidates working in the Investment Banking domain will be preferred
Open Position – For all levels (Jr., Mid-level to Sr.)
Responsibilities:
- Consult internal customers on industry and ServiceNow best practices
- Lead and own all technical aspects of project delivery and solution delivery including Application UI Configuration, Workflow Configuration
- Implement range of product offered by ServiceNow
- Develop Custom Applications
- Manage ServiceNow instance upgrade and improve its performance
- Development Integration components
- Be a key member of the overall implementation project team
- Drive the continuous improvements of our implementation methodology and service offerings based on customer experiences
Requirements
- 3-8 years of Exp. in ServiceNow implementations and software development
- Expertise in writing JavaScript code
- Familiarity with SOA technologies including as REST, SOAP
- Expertise with HTML technologies including HTML, CSS and AJAX practices
- Expertise on Incident management, Problem management, Change management, Knowledge management, Request Management and Integrations.
- Experience in coding, object-oriented and modularized software
- Demonstrated success completing complex projects, on time
- Demonstrated aptitude for learning new technologies quickly
- Proven experience as a key technical resource leading the development of solutions
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery
- Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
Good to have experience
- Experience in designing, developing, scalable and distributed system.
- Strong communication skills (both written and verbal)
Our client is an integrated workforce management software platform offering intelligent automation for daily work orders management, Housekeeping activities, facility maintenance, scheduling & labour management, and time & attendance purpose built for the hospitality market and other dynamic scheduling environment.
We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains they work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. They are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.
About the job :
Responsible for successful onboarding of client and manage post-onboarding issues to ensure seamless customer experience.
What will you do?
- Lead the technical services team of 9-10 consultants who are responsible for Setting up Customer Accounts/Interfaces
- Create and execute project plans based on different customer/product combinations and define milestones, checklists and deliverables for projects
- Publish the project dashboards and reports to internal stakeholders and management team at defined intervals
- Work across various internal teams (Partner Success, Operations, Product Management, Infrastructure etc.), on-site/external team (IT department, vendors etc.) and working working with other technology providers to create seamless interfaces and ensure successful completion of technical assignments
- Flag any technical issues in time and work with stakeholders to ensure timely resolution and communication to the clients
- Perform project audits for newly implemented properties and identify gaps, if any
- Build and lead a cohesive and high performing team.
We are looking for :
- B. Tech or equivalent degree in computer science.
- Total experience of 10+ years with at least 3 years leading a team serving customers globally.
- Industry experience of working in similar IT services/product companies with. B2B experience preferred.
- In-depth knowledge of Windows servers and strong Windows Administration skills
- Thorough understanding of IT hardware and software systems (Networking, Servers, Databases, firewalls, Active Directory, Proxies, Security, Cloud systems etc.)
- Strong experience of working in cloud services (AWS preferred)
- Working knowledge of interfaces and integrations of systems.
- Good understanding of Internet-based technologies including DNS, Security, IP Routing,- SSH, FTP, HTTP/HTTPS, Email Routing, etc.
- Strong time management and organizational skills, detail-oriented and takes initiative to tackle challenges
- Committed to working collaboratively with highly diverse teams, and many different types of people
- Experience of working in hotel technologies will be an added advantage.
Our Client's experience :
- The physical, mental, emotional and financial health of our people is something we always care about.
- This is a place to learn and grow. We're committed to your development - both professionally and personally.
- Your experience with us is something we take seriously.
Our Client offers (of course, in addition to your compensation) :
- Health insurance
- Paid time off
- A flexible working environment meaning we strike the balance of what you need and what works for the business
- A hybrid approach to the future of work
- Parental leave
- Professional development assistance
- Referral program
What are we looking for?
An enthusiastic individual with the following skills. Please do not hesitate to apply if you do not match all of it. We are open to promising candidates who are passionate about their work and are team players.
Key Responsibilities & expectations from the candidate
- Must have strong experience in Information Security Management system(ISMS), creation of policy, procedures and implementation.
- Operates as a key contributor to the RFP, Third-Party Risk assessment, cloud security assessment etc.
- Lead the strategic and tactical development of information security framework, risk management and new compliance initiatives
- Subject matter expertise in ISO 27001, SOC2, CCPA, CPRA, GDPR, PCI DSS and HIPAA.
- Must have a strong experience in the documentation process and reviewing MSA, SCC, SLA & DPA.
- Good knowledge of BCP/DR, Incident response, VA/PT and Audit methodologies of various compliance frameworks.
- Good knowledge of Access management, Network, Application Security, Encryption, Backup, Physical Security, ISMS Training & Awareness etc..
- Ability to deal with the customers and vendors on Security and privacy matters.
- Knowledge of Core IT processes, SDLC, network infrastructure will be useful.
Personal Attributes
- Good written, oral, and interpersonal communication skills.
- Ability to conduct research into IT security issues
- Ability to present ideas in business-friendly and user-friendly language.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Highly self-motivated and hardworking.
Qualification and certification
- Bachelor’s/master's degree in Security, Computer Science, Management Information Systems, Engineering or related field.
- Should be at least ISO 27001 lead auditor or lead implementer.
- 3+ years of related work experience in information security governance, risk and compliance (GRC) or relevant compliance roles in the SaaS industry.
What can you look for?
A wholesome opportunity in a fast-paced environment that will enable you to juggle between concepts, yet maintain the quality of content, interact, and share your ideas and have loads of learning while at work. Work with a team of highly talented young professionals and enjoy the benefits of being at Xoxoday.
We are
Xoxoday is a rapidly growing fintech SaaS firm that propels business growth while focusing on human motivation. Backed by Giift and Apis Partners Growth Fund II, Xoxoday offers a suite of three products - Plum, Empuls, and Compass. Xoxoday works with more than 2000 clients across 10+ countries and over 2.5 million users. Headquartered in Bengaluru, Xoxoday is a 300+ strong team with four global offices in San Francisco, Dublin, Singapore, New Delhi.
Way forward
We look forward to connecting with you. As you may take time to review this opportunity, we will wait for a reasonable time of around 3-5 days before we screen the collected applications and start lining up job discussions with the hiring manager. We however assure you that we will attempt to maintain a reasonable time window for successfully closing this requirement. The candidates will be kept informed and updated on the feedback and application status.
SAP APO Consultant
Minimum 6+ year of Experience, relevant 5+ years as SAP APO Consultant.
Having an experience in DP andd SNP module
Minimum 2 end to end implementation is Mandatory
• This is for a support project, we are looking for candidates with minimum of 1 Implementation, Rollout, Support, upgrade, enhancements and various areas with implementation
• For users globally to ensure decent project delivery, service delivery, incident management, problem management, and change management.
• Analyse the systems and work directly with users to define system requirements, design and propose solutions, configure the software and train employees.
• Performing day-to-day maintenance on the SAP system, as well as installing new upgrades and testing for bugs, besides system configuration and data migration.
• Optimizing the system for easy use, and training employees in its functions and support all new required business improvements, changes and propose the integrated best-fit design to these new or changed Business Processes without impacting other regions.
• Meeting directly with users to find out their SAP-related needs and incorporate these needs into a cohesive plan
- Proxy Incident Management
- DLP Incident Management
- Support to SOC Incidents
- Miscellaneous Security Activities (Management of documentation- Policies/Procedures/ Guidelines etc.)
Follow CutshortSubodh Popalwar
Software Engineer, Memorres