Incident Management Job in Leading multinational company at Kolkata

Incident Management

Leading multinational company

3 to 3+ Years

Not disclosed

Expired

Posted: 19 Jan 22

Job Description

Technical skills:

Overseeing the incident management process and team members involved in resolving the incident.
Responding to a reported service incident, identifying the cause, and initiating the incident management process.
Prioritizing incidents according to their urgency and influence on the business.
Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
Collaborating with the incident management team to ensure that all protocols are diligently followed.
Logging all incidents and their resolution to see if there are recurring malfunctions.
Adjusting the incident management process as required to ensure its effectiveness.
Communicating with upper management if major issues are found in the IT system.
Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents
Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool
Technical and Functional Escalation where necessary
Communication via various means including SMS and reporting
Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment
Priorities major incidents and assign tasks to Service Support and Delivery resources as required
Act as the central communication point for major incidents - all Priority 1 issues and Priority 2 issues as required
Ensures creation of a resolution plan for P1 & P2 incidents