We are looking for Graduate in engineering/Computer Science and ITIL Certified to join us as an Incident Manager and provide Support to our Business Users.

About the Role

- Lead the Technical Support team

- Setting up bridge calls for Major Incidents, following the information matrix to escalate issues to the highest

level & seek closure without breaching client SLA`s.

- Tracking and hosting Incidents calls, Major & Minor to ensure SLA compliance.

- Participating in the daily SCRUM`s to provide a deep dive into issue occurrences and correlate RCA`s.

- Organizing, Planning and Implementing Strategy to drive improvement in the Technical Support team

- Liaising with External & Internal functions including Product Management, Engineering, Network Operations,

and other Service functions to ensure timely and accurate resolution of issues and queries

- Review daily priorities and take appropriate action to ensure results are achieved

- Drive Training & Development

- Awareness of new product developments in our domain providing input and tactical direction to the business

on Customer service and support challenges.

- Monitor daily performances to enhance & up skill the IT Analysts and Senior IT Analysts

- Able to judge priorities to meet deadlines without cutting corners

- Taking responsibility for Unresolved Issues/ Escalations

- Ability to mentor & guide junior team members

Requirements

- ITIL Certification will be advantageous, a clear understanding of Incident, Problem, Change Management is

expected.

- Minimum 4-10 years of relevant experience in the Incident Management & Team Management role.

- Should have led a team of minimum 6 in the past

- Prior work experience in a SAAS/Product Based organization's Tech Support team

- Prior work experience in Technical Support teams for Software Services/Portals is preferred

- Excellent Communication Skills is a must

- Should have a Logical & Analytical bent of mind

- Should be able to tackle/ handle/ monitor all escalation emails & calls, also ensuring they are responded to as

per SLA or sooner.

- Basic Knowledge of HTML, Javascript and CSS is preferred but not mandatory.

Leadership Abilities:

- Accept responsibility/accountability for assigned tasks

- Break problems into manageable pieces and follow an organized approach to resolve them

- Plan tasks to create deliverables and effectively execute that plan with little direction from supervisor

- Develop contingency plans and be ready with backup options when needed

- Work effectively in fast paced, team oriented, rapidly changing environment

- Promptly recognize emerging problems, identify potential solutions, and seek help from others when

necessary

- Show willingness and ability to increase contribution and level of responsibility and proactively seek to do so

- Establish and maintain effective and cooperative working relationships with peers, management, and clients

- Accept and act on feedback Communication

Job Location: Andheri East, Mumbai (Work from Office)

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