Noida, Uttar Pradesh

Job Summary

PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2).

- Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents.
- Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact.
- Ensuring that the Incident record is fully updated prior to Problem Management handover.
- Ensuring Bridge call are opened without any delay.
- Business communications should be sent on time.
- Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain clear lines of communication throughout the incident.
- Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis.
- Root Cause Analysis: Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence.
- 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines.
- 100% acknowledgement to emails addressed to you/your team.
- Zero tolerance for not following SOPs as per the documentation.
- KNOWLEDGE, SKILLS &

EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA.

- 5-8 years major incident management experience.
- Should be aware of ITIL’s incident management, Problem and change management module.
- Should have worked in high pressure work environments.
- Hands-on work experience with the following: o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc.
- DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff. 5.

COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime

Key Responsibilities

PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2).

- Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents.
- Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact.
- Ensuring that the Incident record is fully updated prior to Problem Management handover.
- Ensuring Bridge call are opened without any delay.
- Business communications should be sent on time.
- Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain clear lines of communication throughout the incident.
- Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis.
- Root Cause Analysis:



Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence.
- 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines.
- 100% acknowledgement to emails addressed to you/your team.
- Zero tolerance for not following SOPs as per the documentation.
- KNOWLEDGE, SKILLS &

EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA.

- 5-8 years major incident management experience.
- Should be aware of ITIL’s incident management, Problem and change management module.
- Should have worked in high pressure work environments.
- Hands-on work experience with the following: o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc.
- DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff. 5.

COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime

Skill Requirements

PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2).

- Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents.
- Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact.
- Ensuring that the Incident record is fully updated prior to Problem Management handover.
- Ensuring Bridge call are opened without any delay.
- Business communications should be sent on time.
- Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain explicit lines of communication throughout the incident.
- Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis.
- Root Cause Analysis: Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence.
- 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines.
- 100% acknowledgement to emails addressed to you/your team.
- Zero tolerance for not following SOPs as per the documentation.
- KNOWLEDGE, SKILLS &

EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA.

- 5-8 years major incident management experience.
- Should be aware of ITIL’s incident management, Problem and change management module.
- Should have worked in high pressure work environments.
- Hands-on work experience with the following:



o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc.
- DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff. 5.

COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime

Other Requirements

PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2).

- Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents.
- Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact.
- Ensuring that the Incident record is fully updated prior to Problem Management handover.
- Ensuring Bridge call are opened without any delay.
- Business communications should be sent on time.
- Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain clear lines of communication throughout the incident.
- Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis.
- Root Cause Analysis: Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence.
- 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines.
- 100% acknowledgement to emails addressed to you/your team.
- Zero tolerance for not following SOPs as per the documentation.
- KNOWLEDGE, SKILLS &

EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA.

- 5-8 years major incident management experience.
- Should be aware of ITIL’s incident management, Problem and change management module.
- Should have worked in high pressure work environments.
- Hands-on work experience with the following: o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc.
- DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff. 5.

COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime

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