Job Summary

Incident Detection & Front-Line Triage • Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage. • Alert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow. • Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption. • Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories. • Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds. • War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation • Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix. • Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions • Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals. • Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs. • L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams. • Chronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle. • PIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records. Incident Detection & Front-Line Triage • Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage. • Alert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow. • Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption. • Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories. • Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds. • War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation • Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix. • Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions • Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals. • Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs. • L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams. • Ch

Key Responsibilities

NA

Job Description : Incident Detection & Front-Line Triage\\r\\n• Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.\\r\\n• Alert Validation:



Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.\\r\\n• Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.\\r\\n• Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.\\r\\n• Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.\\r\\n• War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams.\\r\\nService Restoration & Remediation\\r\\n• Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.\\r\\n• Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident.\\r\\nCommunication, Collaboration & Post-Incident Actions\\r\\n• Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.\\r\\n• Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.\\r\\n• L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.\\r\\n• Chronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle.\\r\\n• PIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records.\\r\\n

Skill Requirements

Skill Requirement : Incident Detection & Front-Line Triage • Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage. • Alert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow. • Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption. • Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories. • Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds. • War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation • Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix. • Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions • Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals. • Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs. • L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams. • Chronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle.



• PIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records. Other Requirement : Incident Detection & Front-Line Triage • Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage. • Alert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow. • Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption. • Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories. • Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds. • War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation • Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix. • Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions • Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals. • Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs. • L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved is

Must Have Skill

CA Service Desk Manager,Critical Incident Management,BMC Remedy Action Request System,ServiceNow

Valuable to Have Skill

Other Requirements

Other Requirement : Incident Detection & Front-Line Triage • Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage. • Alert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow. • Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption. • Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories. • Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds. • War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation • Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix. • Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions • Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals. • Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs. • L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams. • Chronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle. • PIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records.

📌 Sr Engineer (Support & Operations) (India)
🏢 HCLTech
📍 India