Incident ManagementInfosysPAN India

No of years experience4 to 6 years

Detailed job description Skill Set:

Role is for the incident management and batch monitoring . Must have strong & real time monitoring experience with deep understanding of IT Service Management (ITSM) and Incident Management processes. Should be capable of ensuring swift resolution of incidents to minimize downtime and business disruption. Should be capable to lead the incident management process from coordination to issue resolution. Escalate issues when necessary.

Manage end to end incident management process. Coordinate with various teams to investigate and resolve incidents
Ensure that the key points and decisions around incident resolutions are rightly documented .
Drive continuous improvements in the incident management and batch support process.
Ensure clear and timely communication to internal and external stakeholders.
Prepare and share reports for incident or other key metrics.
Business As Usual(BAU) & Batch monitoring activities based on standard operating procedure(SOPs)
Act as primary point of contact for the major incidents & other batch issues.
Must have experience in working with service management tools SNOW Jira etc & alerting Monitoring tools (PagerDuty New Relic etc..)

Must have technical support experience with fair technical knowledge to follow the SOPs to support day to day monitoring & BAU activities.

24/7 shift on rotational basis. Client calls would be during morning and evening IST hours. Rotational basis On desk support for regular batch monitoring activities/incident management including weekends/holiday

Mandatory Skills(23)ONLY

1.Proven experience in incident management support and batch monitoring.

2.Strong understanding of ITIL process and best practices.

3.Excellent verbal & written communication skills along with strong leadership and decision making capabilities.