Role -Incident Manager
Shift - PST Shift ( Night Shift )Experience - 8+ yrs of experince
We are looking for a passionate incident manager to join our Infrastructure Operations (IOPS) department. In this role, you'll be part of the Service Management team that will be in charge of leading the incident management, problem management and change management process. During critical major incidents, you will perform the role of an incident commander and hold the overarching responsibility of managing the organization's incident response, from driving the investigation in a war room, to delegating various incident response tasks, to communicating and coordinating with every stakeholder, to driving the incident investigation to resolution and restoring services timely and swiftly.
To be a successful incident manager, you should have an understanding of basic internet technology and an aptitude for learning new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain focus and calm during major incidents.
Incident Manager Responsibilities:Assign, manage, communicate, and escalate the incident response during a major incident.Oversee the incident management process and help drive the investigation in resolving the incident by performing the role of an incident commander.Respond swiftly and timely to a reported service incident, triage, and initiate the incident management process.Prioritize incidents according to their urgency and impact on the business.Create and update Service Management documents to ensure information is current and standardize definitions and SLA for the team to adhere and reference.Collaborate with the service management team to ensure that all protocols are diligently followed.Log and record all incidents and their resolution and work with the Service Management team to drive RCA discussions and Post-Mortem meetings to ensure we prevent issues from recurring.Review and improve the incident management process to ensure its effectiveness.Communicate with upper management during major production incidents.Lead weekly production health meetings to ensure all workload or infrastructure teams are aware of all issues, changes and releases that may impact the health of production services.Assist and collaborate with the service management team members by prioritizing workloads and re-scheduling non-urgent tasks.
Incident Manager Requirements:Bachelor's degree in information technology, engineering, or a related field.At least two years’ experience working in IT service management, ITIL or a similar role. One or two years of experience in a lead role, managing or leading a small team is a plus.Understanding or experience in Critical Incident or Emergency response or Risk mitigation.Knowledge of IT service management software including ServiceNow and JIRA.Experience working with IT systems and software such as PagerDuty, SignalFX, Splunk and Zabbix.Excellent communication skills and ability to collaborate with team members.Effective communicator with excellent verbal and writing skills that can provide accurate and concise information during and after major incidents as well as in meetings.Ability to logically think through and respond to various situations and work in a fast-paced environment.Strong problem solving, analytical, organizational and time management skills.
