Role & responsibilities
Identify and interpret issues with impact through various sources (emails, user reports, monitoring tool alerts, etc.) and follow ITIL support procedures to respond.
Assess and prioritise faults and respond or escalate accordingly following ITIL-aligned processes. Handle issues of all priority based on impact and criticality.
Handle Priority 1 and Priority 2 issues; initiate and handle bridge calls with clients as and when required.
Write end-user business communications and share them as per process.
Coordinate with stakeholders/vendors for issue resolution and Root Cause Analysis
Perform infrastructure health checks and flag issues based on impact.
Participate in and contribute to change advisory board meetings for infrastructure changes.
Performing disaster recovery operations and data backups when required.
Manage and maintain monitoring systems.
Identify problems, and frequently present viable solutions to problems.
Handle multiple priorities with multiple clients / ability to work in a multi-client environment.
Should be open to suggesting and helping implement process improvements and development opportunities for self and the team.




Consistently demonstrates valuable customer service throughout the area of responsibility.
Co-operate with other teams. Actively encourage strong working relationships with other teams.

Preferred candidate profile
Positive communicator with experience with US based support workplace (US Preferred)
Excellent communication skills (both written and verbal).
Good technical documentation skills.
Basic Linux CLI skills and basic Sys Admin skills.
Experience on ticketing tool like Service Now & JIRA will be a plus.
Willing to learn and develop new skills.
Sound understanding of IT service landscape.
Valuable understanding of servers, types and their various environments, basic understanding of enterprise networking.
Actively seeks out tasks that help develop skills and knowledge
Actively seeks ways of improving existing systems and processes.
Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
Versatile and adaptable approach to problem solving.

📌 Major Incident Manager Lead Haryana (India)
🏢 Incedo
📍 India