NEWPosted 4 hours ago

Job ID: JOB_ID_6206

Job Summary:

The Incident Management team is a critical support function dedicated to ensuring the swift resolution of major incidents that impact business operations. Our primary goal is to accurately identify major incidents, promptly engage the necessary technical resources, effectively communicate with affected customers, and drive the appropriate resources and partners to restore service as quickly as possible.

Key Responsibilities:

  • Manage incident management bridge calls, coordinating with support teams, on-call application teams, and management.
  • Effectively manage, escalate, provide status updates, and coordinate repair efforts for both non-major and major incidents (P1-P4).
  • Provide regular communication updates to the Customer, End-Users, and other Stakeholders throughout the entire incident management lifecycle.
  • Track and document incident updates in real-time.
  • Handle major incidents with presence of mind and innovation, as these are highly escalated cases.
  • Experience in handling multiple monitoring tools such as ServiceNow, PagerDuty, etc.
  • Perform quality audits and data analytics on incident tickets to ensure quality and uncover new trends.
  • Meet Service Level Agreements (SLAs) and other agreed-upon Key Performance Indicators (KPIs), and produce Process Performance Reports.
  • Provide documentation for the Known Error Database (KEDB) or similar repositories.
  • Develop processes and procedures that ensure Incident Management and Service Desk-related action items are tracked and completed.
  • Ensure process adherence and meet quality norms.
  • Provide management reporting on incident metrics and incident management performance.
  • Problem Management Activities: Responsible for reviewing incident tickets to identify common issues indicative of a Problem, working all levels of problem tickets, and as a process owner, enforcing Problem Management processes across the full ITIL problem lifecycle from detection to major problem review to identify Continual Service Improvement opportunities.
  • Change Management Activities: Audit all change records, including confirming the accuracy of the data, ensuring the details of the change are understood and well-documented, hosting Change Advisory Board (CAB) meetings when required, and ensuring approvers and other stakeholders are included as needed.

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • 10+ years of experience in incident management or a related field.
  • Strong knowledge of incident management processes and procedures.
  • Excellent problem-solving and analytical skills.
  • Excellent verbal and written communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Ability to manage multiple tasks simultaneously.

Compensation & Location

Salary: $61 – $81 per year

Location: Oakland, CA

Recruiter / Company – Contact Information

Email: eshwarsharmacodinix@gmail.com

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