ITIL V3_Incident Manager
- Fiserv
- 5 - 7 years
- Pune
- 7 months ago
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Job Description
- Driving Major Incidents and ensure right technical teams and business stake holders are involved on the bridge and felicitate swift recovery and resolution of incident.
- Responding to a reported service incident, identifying the cause, and initiating the major incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Identify opportunities to improve internal processes and work cross-functionally with the relevant teams to implement these opportunities.
- Continuous improvements driven thoughts to improve the process to ensure its effectiveness.
- Monitoring Moogsoft Events dashboard for critical alerts and engaging tech teams for swift actions/resolutions
- Establish and follow functional and hierarchal escalation process as appropriate for swift resolution.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Proactive communication/updates to facilitate quality updates to leadership and business stakeholders.
What you will need to have:
- Experience managing major incidents, driving issues to resolution, and leading RCA efforts.
- 5-7 years in handling Incident Management responsibilities.
- Curiosity for solving complex problems through hypothesis-driven root cause investigations.
- Effective communication skills to interact with audiences of varying technical backgrounds and leadership levels.
- ITIL v3/v4 Foundation Certified
What would be great to have:
- Experience working with Moogsoft, Splunk, JIRA, ServiceNow, Dynatrace, AppDynamics
- Experience with automating manual processes.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: FiservLocation(s): Pune+ View Contact
Keyskills: major incident management dynatrace problem management change management rca technical support servicenow incident management appdynamics incident resolution service delivery itil v3 splunk communication skills jira itil sla management
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