Incident Manager I Job in Greyorange India Pvt Ltd

Responsibilities:

Responsible to open Bridge calls and align technical teams to troubleshoot and debug the issue till closure.

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the major incident.

Responsible for providing updates and Information to various stakeholders and customers for any Major Incidents.

Responsible for the effective implementation of the process "Incident Management" and carries out the respective process while handling Major Incident.

Represent the first stage of escalation for Incidents from Service Desk.

Monitor the incidents to ensure that the SLA compliance is met, perform escalations as per defined matrix to push technical teams to expedite resolution in order to restore operations.

Identify, initiate, schedule and conduct incident reviews to fix problem to reduce Incident volume.

Should be responsible to drive multiple bridge calls during his shift in case multiple major Incidents are reported.

Ensure the closure of all resolved and end-user confirmed Incident records

Provide guidance to the Service Desk team to improve on Incident Process.

Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, procedures and supporting technology is reviewed and enhanced as applicable.

Should work with technical teams to understand the process flow which will be helpful in terms of driving bridge calls.

Should ensure timely updates and action plan are provided to customer on bridge calls and ticket updates until resolution.

Managing the Problem Management Process

Ensure correct Problem categorization and prioritization, depending on business criticality and user impact.

Diagnose Problem and chair meetings with support groups, internal and external to gain solution

Own and manage the Root Cause Analysis (RCA) activities for all Major Incidents, ensuring all corrective and preventive actions are progressed towards permanent resolution

Reports showing the efficiency & effectiveness of Problem Management Process

Assess risks and determine the best means to prevent incidents which may cause high risk or major outages proactively

Proficiency in driving proactive problem management, trending and providing inputs for service enhancement and service improvements.

Review the efficiency and effectiveness of Proactive Problem Management activities including the identification of service & process improvements