Manager - Critical Incident Management

About The Company :

ARAs Client is a global leader in digital transformation and enterprise solutions, committed to helping organizations modernize their technology landscape, optimize business processes, and unlock new opportunities for growth. With a collaborative and innovative culture, ARAs Client empowers employees to contribute meaningfully while advancing their careers.

Role:

As an IT Service Management Representative, you will manage the delivery of IT production systems and services. Your typical day will involve supporting the infrastructure service management lifecycle, ensuring client satisfaction, and managing risks associated with services. You will provide operational support to ensure that production systems and devices remain online and available, contributing to the overall efficiency and effectiveness of IT operations.

Key Responsibilities:

- Expected to be an SME.

- Collaborate and manage the team to perform.

- Responsible for team decisions.

- Engage with multiple teams and contribute on key decisions.

- Expected to provide solutions to problems that apply across multiple teams.

- Facilitate training sessions to enhance team capabilities and knowledge sharing.

- Monitor and analyze service performance metrics to identify areas for improvement.

Professional & Technical Skills:

- Must To Have Skills: Proficiency in Critical Incident Management.

- Strong understanding of IT service management frameworks such as ITIL.

- Experience with incident response and escalation procedures.

- Ability to analyze and resolve complex technical issues.

- Familiarity with service monitoring tools and technologies.

Additional Information:

- The candidate should have minimum 12 years of experience in Critical Incident Management.

- This position is based at our Gurugram office.

- A 15 years full time education is required.