- Responsible for issuing an acknowledgment On Time and own the full responsibility to drive the key metrics MTTA (Mean Time to Acknowledge) MTTE (Mean time to Engage)
- Ability to correlate alerts and create a meaningful picture to conclude an impact
- Ability to understand and correlate logs to problems
- Aggressively chase the relevant On Call teams to Engage the final resolver for the Incident in the shortest possible time
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed Service as quickly as possible
- Keep users informed about their Incidents status at agreed intervals
- Provide first-line investigation and diagnosis of all Incidents
- Verify resolution with users and resolve Incidents in the ITSM tool




- Escalate Major Incidents to the Incident Commander others as per Escalation Matrix
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Coordinator or others as required
- Who can be deployed for this role

Qualification: B.Sc., B.Tech (other Graduation also works provided they have relevant experience) Need to work in Rotational shifts Work location: Hyderabad (No Work From Home)

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📌 Software Engineer (Chennai)
🏢 Aziro
📍 Chennai