Reporting to Global Service Delivery Manager in support of the Incident & Problem processes and procedures

Closely collaborate with the Global Service Delivery Manager, Service Support Manager and regional Incident Managers to increase service stability by identifying all improvement opportunities in the operational area.

Identify workarounds left without permanent fixes for long periods of time and repeating failures in processes or systems. Highlight and address through the problem and RCA process with the respective teams

Police the creation and completion of RCA reports for Critical and Major incidents affecting Infrastructure, Middleware or Applications.

Ensures Incident Management process is followed as documented and provide regular feedback on delivery performance of Incident Management services back to Service Delivery Manager.

Responsible for escalation management communications in Major/Critical Incidents, emergencies, other urgent situations and manifestations with respect to customer impacting incidents.





Responsible for ensuring Incident management activities are dealt with in a controlled and balanced manner in accordance with agreed guidelines and with an emphasis on restoring impacted customer services as quickly as possible.

Responsible for ensuring major incident reporting is completed and submitted to management according to internal KPIs and OLAs.

Support the internal root cause analysis meetings by providing data as required by the Service Delivery Manager.

Own the end to end incident lifecycle, managing relationships between technical teams and other stockholders, including our customers focusing on incident resolution in SLA.

Create weekly/monthly reports for customers and internal stakeholders to track the achievement of incident management KPIs and OLAs.

Conduct weekly reporting meetings with stakeholders (including our customers) to present KPIs and OLAs achievements.

Identify recent process improvements to support the organisation

📌 Cloud Native Production Support (Telangana)
🏢 Radiant Digital Solutions
📍 Telangana