Caritor Solutions - Service Delivery - Incident Management

Job Requirement :

- 5+ years in IT Operations and/or service delivery management

- 5+ years working as an incident manager and Major Incident Manager.

- Strong practical ITIL/ITSM skill set with operational experience with some / all of the service design, service transition, and service operation processes

- ITIL V3 Foundation certified

- Strong understanding of Incident Management process in a production IT Environment and IT Operations

- Good understanding of Problem Management, Change Management and Event Management processes

- Demonstrated knowledge of incident management practices, activities, techniques and tools within a large, complex organization preferably in Infrastructure areas

- Excellent verbal and written communication skills including effective communication to all stakeholders

- Strong initiative skills that includes RCAs, Continuous Service improvement etc

- Good judgment in seeking and providing advice and counsel

- Ability to handle stressful situations and effective team player

- Demonstrated effective coordination towards resolution for escalated issues

- Good understanding the business impacts during critical situations

- Able to work in rotational shifts and should be flexible for extended hours

Key Responsibilities :

- To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained

- Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.

- Serve as an escalation point of contact with the primary focus on restoring the services.

- Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.

- Ensuring that effective communication is maintained with the Executives, Business Leadership during a incident.

- Analyze data and prepare reports in support of periodic service reviews, including operational metrics and service level reports

- Work with Service Delivery Management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact

- Coordinating the resolution of incident by participating in the interaction with multiple customer groups and representing Production Operations Incident management in a series of daily forums to report status and receive feedback on operational handling / issues