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Skillmine Technology Consulting

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3.6

based on 242 Reviews

12 Skillmine Technology Consulting Jobs

Quality Assurance Lead - Incident manager

Skillmine Technology &amp; Consulting

3.6

based on 242 Reviews

4-7 years

Mumbai

1 vacancy

Quality Assurance Lead - Incident manager

Skillmine Technology Consulting

posted 1d ago

Job Role Insights

Flexible timing

Key skills for the job

Orcale Computer Networking Auditing Analytical Chemistry Air Ticketing Remedy

+ 3 more

Job Description

Job Description -

Qualification:

Bachelors degree. ITIL V4 Certification.
At least two years experience working in IT service management, or a similar role.
Strong knowledge of IT service management.
Experience working with Ticket tools such as ServiceNow, Remedy, HPSM etc.
Excellent communication skills and ability to collaborate with team members.
Strong problem solving, analytical, and time management skills.

Roles and responsibilities:

Incident manager will be responsible to analyze/respond and work on an incident reported to them either in the form of a Run Sheet with Impact details or reported by Management teams.
He should be quick to respond with his analysis Log a ticket based on the priority or impact, Drive the Major incident Bridge and send notifications to stakeholders making sure the SLAs for responding to priority incident, Notification SLA and resolution SLA is met.
Engineer should keep track of the Incidents and its respective Emergency Change tickets if any and follow-up with Vertices till closure.
During the Incident call, Incident manager should be able to take key points discussed on call in chronological order and create a document called an Incident report which includes the incident details, Root cause of the incident, corrective action taken to resolve. Post resolution The IR will be sent to Leads and post Leads heads-up. He must prepare the RCA document and send it to the Support team who has resolved the incident.
He should keep a track of all the incident details and update the inputs in Teams daily tracker which will be useful for Audit and all follow-ups.
There are various reports which Incident manager must prepare on a day today basis namely Network availability report, Application availability report which indicates the downtime of a specific account/Department for the day and Application downtimes respectively.
He should also update certain documents such as Known Error database (updating repeated incidents for Problem management). Project Handovers published by Tech PMO Team/Business IT which will be maintained and documented in the central repository and updated periodically. This Project Handover document shared acts as a handbook for the team to know more about the Project Network diagrams, Links used, VLAN details server details, Production URL and the support teams and SPOC details for that respective project during an incident call.
He should be able to develop team skills to work with his peers in performing daily handovers, Knowledge transfers and Handling calls and close unowned or misrouted incidents who s ownership is to be determined (Problem Management).

Employment Type: Full Time, Permanent

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