We are looking for a Software Engineer in Incident Management role who will be the responsible for handling incidents/communicating to different teams across the organization to resolve the customer issues quickly . Communicating the resolution stages to the customer and specific set of people in organization.
You will be responsible to classify received incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible by working with the technical teams to minimize the impact on business operations.
Responsible for coordinating all the activities required to perform, monitor, and report on the process.
Owns a ssigned Incidents and Service Requests throughout the lifecycle.
What you will do:
Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.
Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
Document troubleshooting steps and service restoration details.
Inform and submit knowledge articles for review.
Verify resolution with end-users and resolve assigned Incidents.
Escalate Major Incidents to the Incident Lead and/or Problem Manager.
Escalate unresolved Incidents to Tier 3/Incident Lead.
Log all Incident/Service Request details .
Escalate unresolved incidents to external support, e.g., Software and Hardware Vendors and liaison between IT and external support provider by coordinating with teams in the organization.
Might involve some early morning shift or evening shifts (India time) to overlap work with US teams. Mostly will not involve very late-night shifts.
What you bring:
1-4+ years of experience in handling escalated incidents and monitoring the application performance as well as infrastructure using various tools available.
Listening and synthesis skills .
Previous experience with major incidents (either as a participant or an observer) .
ITIL® 3/ITIL® 4 Certification will be an added advantage .
