Incident Manager (Work from Office)
TechMojo
Description
Incident Manager
Required skills: Prior development background will be a plus.
ITIL certification (preferably)
Strong oral and written communication skills to communicate and discuss with client teams and CXOs.
Responsibilities:
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Owning and overseeing the incident management process and team members involved in resolving the incident
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Responding to a production incident, identifying the cause, and initiating the incident management process.
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Prioritizing incidents according to their urgency and influence on the business.
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Liaise with Tech and Product units to ensure there are learning from previous incidents [Critical - preventive measures]
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Producing documents that outline incident protocols such as how to handle infrastructure related incidents and how to correct application failures including an optimum server set up (e.g., DR set up)
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Conduct regular review and be the POC for AM/Clients while ensuring the incident management team meets the objectives and follows the process diligently.
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Maintaining a record of all incidents, updating all the relevant fields and their resolution to see if there are recurring malfunctions.
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Communicating with all stakeholders on major issues and resolutions.
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Ensure that team reflects the sense of urgency on production issues
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RCAs are conducted where applicable and the action items are taken to closure with the highest sense of urgency.
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Managing the Production support team and creating Team Roaster to make sure all the shifts are equipped with the right people
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Make sure the Support Team OKR are met and designing the OKRs for the individuals.
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Creating processes to make sure the knowledge base is up to date
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Fire Cheif for all Action Items of the permanent fixes for the incidents and make sure they are getting closed on time
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Be a fire warden available 24*7 and personally lead P1/P2 production issues on ground, to get them resolved promptly
The position is based in Hyderabad and requires working from the office.
About TechMojo
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