Job Description
Shift Timing - UK - 1 shift (7AM IST)
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nKey Responsibilities
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- Lead and coordinate the end-to-end incident management process including detection, triage, escalation, resolution, and closuren
- Manage and drive incidents effectively to ensure minimum downtime and business impactn
- Actively engage all teams until resolution and communicate status to all stakeholders in a timely mannern
- Conduct post-incident reviews, root cause analysis, and analyze incident data to identify trends and patternsn
- Define, implement, and continuously improve incident management policies, procedures, and toolsn
- Collaborate with all stakeholders to ensure quick resolutions and effective communication of incidentsn
- Implement end-to-end automation solutions to reduce manual efforts and involvementn
- Design, develop, and maintain documentation for incident management processes and proceduresn
- Track and report on KPIs and SLAs and train teams on incident management best practicesn
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nRequired Skills
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- 6+ years of experience in Incident Managementn
- Strong knowledge of ITIL framework and GenAI tools and conceptsn
- Good experience in ServiceNow and Jiran
- Proficiency in MS Teamsn
- Experience with CoPilot, Amazon Q.n
- Excellent communication, collaboration, and stakeholder management skillsn
- Solid analytical and problem-solving skills with ability to work under pressuren
- Self-motivated and ownership-driven with ability to take initiativesn
- Tech savvy with openness to learn new technologies as neededn
- Experience with on-call rotations and support environmentsn