Job Description

Job Summary

This role demands to be available 24*7 for business-critical incidents, work in shifts. Operation's analysis for command trends for P1 & Major. Identifying Known Error as per problem management process module. Regular meetup’s with Operation to track the progress on Known Errors. Next Level Assistance: Analyst failing to comply to process as per KPI's, those activities should be taken over by Sr. Specialist. Activities leading to potential escalation. Activity monitoring activities performed by analyst and do the needful to maintain the decorum. To independently resolve tickets within agreed SLA of ticket volume and time. Must be agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts

Key Responsibilities

As an incident commander you will be responsible for driving high-severity, high-visibility severity calls to closure within the defined SLAs. Based on the severity of the issue, which may be revenue - impacting, you will be required to engage with executives, vendors, Tier II Operations teams, and other product teams during the call. Train team members and other incident commanders on how to drive major incident calls, by providing feedback during and after the calls. As a deputy you will be responsible for monitoring and assessing potential impact to 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.

Skill Requirements

Deep understanding of Problem Management (as per ITIL framework) to capture CAPA and Incident Management.

Other Requirements

Monitor operational dashboards and alert the Product teams for action. Drive urgency based on application criticality. Assesses risk and manages activities affecting the production environment and client facing application availability. Understanding of reactive case lifecycle and troubleshooting methodology with good understanding on applications such as ServiceNow, xMatters & Moogsoft.