Senior Consultant | ITSM | Bengaluru | Engineering | Platform Development & Integration

- Job requisition ID : 107232
- Location: Bengaluru
- Entity: Deloitte Touche Tohmatsu India LLP

Senior Consultant | Incident Management | Bengaluru

Required Skills

- Incident Management: Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts.
- Recovery Process Management: Oversee the recovery process based on best practices and ITIL standards. Process Standardization: Ensure consistent application of the incident management process.

Team Coordination

- Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles.

Incident Assessment and Prioritization

- Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently.
- Reporting: Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged.
- Communication: Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates.
- Incident Response Procedures: Ensure well-documented incident response procedures are in place and followed.
- Service Improvement: Drive continuous service improvements of the process and ITSM incident module. Identify process improvement opportunities and lead efforts.
- Strong working experience in Application support & service management tools ServiceNow,



JIRA Strong knowledge of issue resolution & escalation practices Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools Incident Management.
- Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts.

Recovery Process Management

- Oversee the recovery process based on best practices and ITIL standards. Process Standardization.
- Ensure consistent application of the incident management process. Team Coordination.
- Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles.
- Incident Assessment and Prioritization: Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently.

Reporting

- Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged.
- Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates.

Incident Response Procedures

- Ensure well-documented incident response procedures are in place and followed. Service Improvement. Drive continuous service improvements of the process and ITSM incident module.
- Identify process improvement opportunities and lead efforts. Solid working experience in Application support & service management tools.
- ServiceNow, JIRA Strong knowledge of issue resolution & escalation practices Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools

Education

Bachelors/Masters

📌 Senior Consultant | ITSM | Bengaluru | Engineering | Platform Development & Integration (India)
🏢 Deloitte
📍 India