Incident Manager

Skills

Description

A Bachelor’s degree in Business, Economics, Mathematics, Information Systems, or equivalent degree or work experience and 8+ years of professional experience in IT Operations/Technical App-Infra Support role

• This role demands to be available 24*7 for business critical incidents and work in shifts as decided by management. Must be agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts

• Setup communication channels for major incidents and train team members and other incident commanders on how to communicate during major incidents

• As an incident commander you will be responsible for driving the severity bridges to closure within the defined SLAs.

• As a deputy you will be responsible for monitoring and assessing potential impact the business critical applications/systems and assist incident commander as required . This role will be expected to take over incident commander role when needed.

• As a scribe you will be responsible for maintaining timeline of key events during a major incident. Documenting actions and keeping track of any follow up items that will need to be addressed.

• Jointly accountable for the successful delivery of global command center.

• Provides status reporting to management via productivity metrics and creates standard/ad hoc reports

• Proficiency with ITSM tools like Service Now, Pager Duty, ITIL, and Incident management

• Excellent verbal and written communications and the ability to work well with business and technical teams

• Experience in monitoring tools like – Nagios, Splunk, Grafana, Datadog

• Ability to manage multiple activities at one time in a high pressure environment

• Strength in building partnerships; working collaboratively with a variety of skills and levels

• Strong problem solving/analytical skills and strength in driving for business outcomes and results

• Proven ability to prioritize, multi-task and adaptable to changing requirements and direction

Competencies

• Collaboration & Influence

• Drives Results

• Strategic Orientation

• Customer Impact

Responsibilities

Educational Requirements