Job Description :

Position : Incident Manager

Location : Wilmington DE

Duration : Fulltime/subcorn

Client : Tech Mahindra

 

Job description

·         3+ years of experience as IM engineer.

·         Review proposed major incident and access validity based on business impact

·         Facilitate Troubleshooting bridge calls to drive issues to resolution

·         Document activities and discussion around major incidents

·         Communicate throughout any event to required levels of leadership

·         Generate and Distribute an After-Action Report for every Major Incident

·         Recommend Corrective actions to the Problem process for postmortem discussion

·         Review and correct SOP’s/ Documentation as requested

·         Contractor shall facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes.

·         Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment.

·         Contractor shall assist in the problem management activities and process as needed, including but not limited to the following

·         Act as scribe during regular Problem review meetings

·         Recommend corrective actions based on Major Incident events

·         Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis events.

·         Flexible to work in any shift.

·         Good communication skill to interact with both customer and end user over phone and through email.

·         Good oral and written communication skills, and ability to address conflict with others constructively

·         Minimum of 1 year of experience in monitoring complex environments using industry standard monitoring tools.

·         Contact on-call personnel to communicate new events depending in Priority

·         Escalate All Major Incident Candidates to the Incident Management team, on-call resources or management

·         Participate in Major Incident bridge calls to provide real time data for monitored systems

·         Document activities performed in associated tickets

·         Manually Monitor processes/system not covered by automated monitoring tools

·         Flexible to work in any shift.

·         Good communication skill to interact with both customer and end user over phone and through email.

 

 



Client : Tech mahindra

             

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