2P Incident Commander

Organization Background: The Engineering Services & Infrastructure team provides foundational infrastructure of Cloud Services, Network Connectivity, Data Center Hosting, Voice, Collaboration Applications, and End User Computing enables our caregivers, patients, physicians, and Community Technology partners to achieve our mission. We drive Cloud migrations, Network modernization and infra modernization across the company.

The team is also driving the adoption of AI, Copilot, Automation, and Monitoring capabilities to improve operational efficiency, trend analysis, and incident response processes.

Responsibilities

- Monitor critical events and alerts and route them to the appropriate teams. Initiate bridges that require coordination across multiple teams to resolve issues.

- Monitor the centralized Mission Control channel and NOC mailbox and respond to Genesys for calls related to potential issues.

- Maintain response to SLA commitments for queries submitted to Mission Control for assistance.

- Engage the right assignment group for the events.

- Engage vendors to address carrier-related issues.

- Lead End to End Major incident management process effectively.

- Drive structured troubleshooting, escalation, and decision-making during high-pressure situations.

- Clear stakeholder & leadership communication.

- Accountable for the overall quality of the process and in compliance with the procedures,



data models, policies, and technologies associated with the process.

- Ensure creation of incident timelines, root cause summaries, and repair items.

- Lead or support Major Incident Reviews (MIRs) and post-mortem discussions.

- Work closely with NOC/Monitoring teams for faster identification and resolution of critical incidents.

- Identify opportunities to leverage AI, Copilot, and Automation for repetitive operational activities and trend analysis.

- Auditing of incident tickets for ensuring proper documentation and follow up with Service Lines if found non-compliant.

- Very robust in creating process and technical documentation.

- Ensure that the incidents are tracked with correct categorization and prioritization.

- Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreement or Operational Level Agreements.

- Identify Incidents for review and participate in incident review meetings.

- Coordinating with Service owners on repetitive issues and driving the root cause by following the 5Y method.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Engineer 2 (Hyderabad)
🏢 Providence College of Engineering
📍 Hyderabad