AEM Consultant - Operations & Incident Management (4-6 yrs)

Job Title : AEM Consultant (Operations & Incident Manager).

Job Type : Hybrid (Bengaluru).

Experience : 4+ Years.

Job Description :

Key Responsibilities :

- Oversee the incident management process and collaborate closely with teams responsible for resolving Critical & High incidents.

- Review RCAs and work with relevant teams to implement measures that prevent recurring incidents.

- Act as an intermediary between stakeholders and responsible teams during incidents, keeping stakeholders informed and providing timely updates on incident status.

- Maintain and prioritize the backlog of Problem tickets.

- Build and review monthly reports on the number of incidents and key metrics.

- Be flexible with work timings as part of a GLOBAL team, requiring a high level of flexibility.

- Communicate incidents to stakeholders.

- Provide high-level information about the RCA.

- Identify and implement process improvement opportunities.

- Identify redundant or manual processes and guide the team to eliminate or automate them.

- Ensure high availability of servers.

- Drive frequent health check-ups.

- Have proven experience in IT service desk or incident management roles.

- Be experienced with ticketing systems and incident management tools.

- Have 3-4 years of overall experience with AEM (Operations & Maintenance).

- Possess a strong understanding of IT infrastructure, applications, and service management processes.

- Experience in managing multiple vendors, processes, and stakeholders.

- Exhibit strong verbal and non-verbal communication skills.

- Demonstrate a high degree of flexibility and good interpersonal skills.

- Show proactiveness and ownership.

- Be able to collaborate and communicate with external parties, including customers, vendors, and consultants.

Mandatory Skills :

- Knowledge of AEM & AEMaaCS, Architecture, Infrastructure.

- Understanding of CI-CD Pipelines, Version controls, DevOps processes.

- Knowledge of CDN, Azure, Azure DevOps, SSLs is an additional advantage.

- Familiarity with Adobe Analytics, Target, Launch, Azure cloud is beneficial.

- Knowledge of Agile and ITIL Methodologies.