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Incident Manager I
Grey Orange
posted 4d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Incident Manager -1
Location: Gurugram
Location: Gurugram
Grey Orange seeking a talented and motivated associates to be part of our world class Customer Assistance Cell operations. As a Sr. Engineer-Incident & Problem Management you will be part of the Client Service team of Grey Orange and are responsible to Provide support for Major Incidents and perform Data analysis as per decided SOPs and to ensure ticketing process compliance. Also manages problem management flow for the problem cases raised by Major Incidents.
Responsibilities:
Responsible to open Bridge calls and align technical teams to troubleshoot and debug the issue till closure.
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the major incident.
Responsible for providing updates and Information to various stakeholders and customers for any Major Incidents.
Responsible for the effective implementation of the process & Incident Management and carries out the respective process while handling Major Incident.
Represent the first stage of escalation for Incidents from Service Desk.
Monitor the incidents to ensure that the SLA compliance is met, perform escalations as per defined matrix to push technical teams to expedite resolution in order to restore operations.
Identify, initiate, schedule and conduct incident reviews to fix problem to reduce Incident volume.
Should be responsible to drive multiple bridge calls during his shift in case multiple major incidents are reported.
Ensure the closure of all resolved and end-user confirmed Incident records.
Provide guidance to the Service Desk team to improve on Incident Process.
Establish continuous process improvement cycles where the process performance,activities, roles and responsibilities, procedures and supporting technology is reviewed and enhanced as applicable.
Should work with technical teams to understand the process flow which will be helpful interms of driving bridge calls.
Should ensure timely updates and action plan are provided to customer on bridge calls and ticket updates until resolution.
Managing the Problem Management Process.
Ensure correct Problem categorization and prioritization, depending on business criticality and user impact.
Diagnose Problem and chair meetings with support groups, internal and external to gain solution
Own and manage the Root Cause Analysis (RCA) activities for all Major Incidents, ensuring all corrective and preventive actions are progressed towards permanent resolution.
Reports showing the efficiency & effectiveness of Problem Management Process
Assess risks and determine the best means to prevent incidents which may cause high risk or major outages proactively
Proficiency in driving proactive problem management, trending and providing inputs for service enhancement and service improvements.
Review the efficiency and effectiveness of Proactive Problem Management activities including the identification of service & process improvements
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the major incident.
Responsible for providing updates and Information to various stakeholders and customers for any Major Incidents.
Responsible for the effective implementation of the process & Incident Management and carries out the respective process while handling Major Incident.
Represent the first stage of escalation for Incidents from Service Desk.
Monitor the incidents to ensure that the SLA compliance is met, perform escalations as per defined matrix to push technical teams to expedite resolution in order to restore operations.
Identify, initiate, schedule and conduct incident reviews to fix problem to reduce Incident volume.
Should be responsible to drive multiple bridge calls during his shift in case multiple major incidents are reported.
Ensure the closure of all resolved and end-user confirmed Incident records.
Provide guidance to the Service Desk team to improve on Incident Process.
Establish continuous process improvement cycles where the process performance,activities, roles and responsibilities, procedures and supporting technology is reviewed and enhanced as applicable.
Should work with technical teams to understand the process flow which will be helpful interms of driving bridge calls.
Should ensure timely updates and action plan are provided to customer on bridge calls and ticket updates until resolution.
Managing the Problem Management Process.
Ensure correct Problem categorization and prioritization, depending on business criticality and user impact.
Diagnose Problem and chair meetings with support groups, internal and external to gain solution
Own and manage the Root Cause Analysis (RCA) activities for all Major Incidents, ensuring all corrective and preventive actions are progressed towards permanent resolution.
Reports showing the efficiency & effectiveness of Problem Management Process
Assess risks and determine the best means to prevent incidents which may cause high risk or major outages proactively
Proficiency in driving proactive problem management, trending and providing inputs for service enhancement and service improvements.
Review the efficiency and effectiveness of Proactive Problem Management activities including the identification of service & process improvements
Requirements:
2-4 yrs experience in Major Incident Management or Problem Management role at reputed B2B support / NOC team / Telecom.
Should be willing to work in 24x7 environment with rotational shifts including weekends.
Good analytical & Problem-solving skills.
Basic understanding of Linux, Microsoft OS & communication protocols.
Excellent verbal and written communication skills in English.
Good Knowledge of ITIL and At least have ITIL V4 Foundation Certification.
Any certification in RHEL would be an added advantage.
Should be willing to work in 24x7 environment with rotational shifts including weekends.
Good analytical & Problem-solving skills.
Basic understanding of Linux, Microsoft OS & communication protocols.
Excellent verbal and written communication skills in English.
Good Knowledge of ITIL and At least have ITIL V4 Foundation Certification.
Any certification in RHEL would be an added advantage.
Employment Type: Full Time, Permanent
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What people at Grey Orange are saying
Rating based on 1 Incident Manager
review
Anonymous · Customer Success, Service & Operations
in Gurgaon / Gurugram
Likes
Great org to learn, and has great exposure and onsite chances.
- Company culture - Good
Dislikes
Worklife balance.
- Job security - Poor
+2 more
Incident Manager salary at Grey Orange
reported by
3
employees
with 5-8
years exp.
₹6.2
L/yr - ₹11
L/yr
9%
more
than the average Incident Manager Salary in India
View more details
What Grey Orange employees are saying about work life
based on 327 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Grey Orange Benefits
View more benefits
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