Job Responsibilities:
Needs to lead/manage daily Incidents, Problem and Change management, MIS/SLA & communication and are responsibilities for ensuring the complete support. Specific responsibilities include:
Robust understanding of Technologies including Cloud
Accountable to drive daily incidents to early closure with proper RCA.
Initiate and drive review of Root Cause of each incident. Need to make sure all action items are recorded and tracked till closure.
Interface with all deliver and operation verticals and platform lead to optimize all incident/change basis on recurrences.
Track ALL Incidents, RCA & Changes and escalate appropriately to leadership.
Act as a point of escalation for KPI breach of any incident/RCA/Change.
Responsible for preparations and publishing the proper RFO/RCF/RCA and Detailed plan for long standing incidents.
Drive all Sev1 & Sev2 incidents and Monitoring all SMS/e-mail Notifications till closure and check the compliance with respect to the closure as prescribed in the process
Technically audit all RCAs and track action items till closure.




Drive all process improvements and also manage audits till closure of open items
Manage all changes and notification through SMS/e-mail from quality and timely perspective.
Publish daily/weekly and monthly dashboards
Identifying areas for improvement using key measurements and drive same.
Reviewing business justifications for Priority incidents

Education:

Minimum Bachelor of Engineering.

Experience Requirements

15+ years of relevant industry experience in which minimum 10- 12 year of experience should be as a technical, operation & service management or similar profile in technical delivery settings.

Technical Skills
Understanding of Application and infrastructure in Financial Services and dependencies on each system/application
Technical knowledge of Infrastructure (OS, Middleware, Database and Network)
ITIL Intermediate/expert Certification
ISO 2000/BS15000 knowledge or having implemented

📌 Ipc Lead Navi Mumbai (India)
🏢 Outworx Solutions
📍 India