Senior Incident Manager

Senior Incident Manager is a hands-on operations role involving incident triage, coordinating with multiple delivery teams located in different geographical locations, driving incident resolution, conducting root cause analysis sessions, documenting major Incidents and root causes associated with problems, and ensuring that the action items against each problem gets tracked to completion. This role also entails the ability to understand process improvement opportunities in technology operations space.

• Bachelor’s degree preferably in Computing, Information Technology, or Business Information Systems.
• 8 years in a related technology position (IT Operations and Incident Management)
• Good analytical & organizational skills with attention to detail. Ability to communicate technical information in an understandable manner with the context of the Business
• Ability to understand the customer impact of a technology services disruption.
• Collaboration between other support teams for Major Incident Management
• Ability to assess the impact and urgency of an Incident accurately.
• Accountability during the allocated roster on a 24x7 roster arrangement
• Ability to make operational decisions of escalation when necessary, during Major Incidents.
• Excellent written and spoken communication skills in English.

• Drive Incidents and Post Incident Activities - Provide 24x7 response to Major Incidents, assess the impact and prioritize Incidents, enable collaboration between multiple technology teams, drive Major Incidents to resolution within SLAs, and provide progress updates to Executive Leadership.
• Ensure that the Incident tickets are updated, correct outage details had been captured, and Major Incident Reports shared with the correct Business/Technology stakeholders.
• Initiate and Drive Problem Management Lifecycle - Initiate the Problem Management Lifecycle by conducting detailed RCA analysis discussions, documenting the agreed RCAs, and tracking action items for permanent resolution of the Problems.
• Document Knowledge - Incident Management requires the understanding of domain knowledge to expedite the service restoration. Documenting the right knowledge enables this and helps ramp up new team members faster.