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.