Incident Management Lead
at This IT company is hiring for Incident Management Role
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.
Shubham Vishwakarma
Full Stack Developer - Averlon
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Follow CutshortShubham Vishwakarma
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