Description

You will manage production incidents to resolution within a 24/7/365 environment.

This role is on-site.

Responsibilities

• Lead technical incident triage calls and guide troubleshooting for infrastructure and application components.
• Manage the end-to-end incident lifecycle, including functional and management escalations.
• Communicate technical issues, impact, and resolution status to all management levels using non-technical terms.
• Conduct post-mortem activities and follow up on items affecting production operations.
• Implement process improvements and generate reports based on management recommendations.

Required Skills

• 6 to 9 years of experience in incident management and ITSM practices.
• Proven experience managing critical production incidents in high-pressure 24/7 environments.
• Hands-on experience with ServiceNow or similar ticketing tools.
• Strong understanding of ITIL and ITSM frameworks.
• Ability to analyze infrastructure and application components using APM and event monitoring solutions.
• Experience coordinating with cross-functional technical teams during large-scale incidents.
• Experience in production support roles.
• Any Graduate degree.

Preferred Skills

• Working knowledge of Linux and UNIX systems.

Key Skills

Education

Any Graduate