Manage L1.5 incident troubleshooting and resolution for infrastructure and applications, monitor alerts and SLAs, initiate and run technical bridges for major incidents, coordinate vendors and technical teams, maintain incident records and reports, perform proactive problem management, and provide shift/on-call support with handovers.
Incident Manager - Job Description
- Perform L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
- Monitoring alerts or incidents and acknowledgement per defined SLA.
- Perform health check activities and monitor performances of infrastructure components & applications.
- Engage third parties (as required) to support resolution for Supplier Services
- Initiate the technical bridge upon Major Incident declaration.
- Engage Incident commander/ supervisor/on call manager.
- Engage other technical teams to support resolution for supplier services.
- Confirmation with end users for issue resolution and update all stakeholders on technical bridge.
- Keep the incident updated as per discovery or end user information on real time basis.
- Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
- Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
- For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
- Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
- Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.
- Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.
- Perform proactive problem management.
- Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
- Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.
Must Have
- Experience in Jira, Monitoring & ServiceNow tools
- MS Office Tools
- Ability to create monitoring dashboard
- Ability to drive MI calls
- Strong Problem-Solving skills
Good to Have
- Any Scripting/programming language
- ITIL certification
- SQL basics
Photon Chennai, Tamil Nadu, IND Office
DLF IT Park 1/124 Mount Poonamallee Road Sivaji Gardens Manapakkam , Chennai, India, 600089
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