Description

Lead the identification, communication, and resolution of major incidents to restore business services.

This role is on-site.

Responsibilities

• Manage incident bridge calls with support, application, and management teams.
• Coordinate repair efforts for P1 through P4 incidents and escalate as required.
• Provide real-time status updates to customers, end-users, and stakeholders throughout the incident lifecycle.
• Execute Problem Management activities by reviewing tickets to identify common issues and enforcing the ITIL problem lifecycle.
• Audit change records and host Change Advisory Board meetings to ensure documentation accuracy and stakeholder inclusion.

Required Skills

• 10+ years of experience in incident management or a related field.
• ITIL certification.
• Hands-on experience with ServiceNow and PagerDuty.
• Strong analytical skills for performing data analytics and producing Process Performance Reports.
• Proven ability to manage multiple tasks and simultaneous high-pressure incidents.
• Expertise in documenting Known Error Data Base (KEDB) entries and process procedures.
• Strong verbal and written communication skills for stakeholder management.

Preferred Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Key Skills

Education

Any Graduate