Critical Incident and Problem Manager
- IntouchCX
- 5 - 7 years
- Hyderabad
- 24 days ago
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Job Description
About the Job
We are looking for an experienced Critical Incident and Problem Manager to join our IT Infrastructure team. This role is critical in ensuring the high availability and stability of our systems by driving the resolution of major incidents and leading root cause analysis for recurring issues. The ideal candidate will be a proactive problem solver, skilled in cross-functional coordination, and comfortable navigating complex technical environments.
As Critical Incident and Problem Manager, You Will
- Drive all major incidents to resolution as quickly as possible.
- Provide coordination across all support teams to ensure the timely resolution of incidents.
- Provide timely, regular, and comprehensive updates to key stakeholders.
- Review incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process.
- Participate in regular incident meetings to review open incidents and drive timely closure.
- Perform post-incident review for major incidents to capture lessons learned and ensure closure of improvement plans.
- Create an incident report for key stakeholders containing an executive summary and the incident timeline.
- Track and report all critical incident management-related KPIs.
- Run root cause analysis meetings to identify issues, lessons learnt, and preventive actions.
- Work with various support teams to drive problem tickets to closure.
- Track follow-up actions, ensuring timely closure of problem tickets.
- Perform analysis to identify and register problem tickets.
- Gatekeeper of all known errors.
- Track and report all problem management-related KPIs.
As a Critical Incident and Problem Manager, You Need
- Bachelors degree in Business, Computer Science, or related discipline required or equivalent work experience.
- 5 to 7 years managing complex IT initiatives in a global enterprise environment.
- Experience in technical incident and problem management in a highly dynamic global organization.
- Experience in Infrastructure (Storage, Network, Windows, Linux, etc), information security, and/or web/application/middleware services.
- A good understanding of business processing operations (BPO) is a plus.
- Strong communication skills and able to articulate complex matters in a concise manner to non-technical audiences.
- Good interpersonal skills with the ability to manage different internal teams well.
- Strong analytical skills and able to deal with complex technical and process subject matters.
- Self-motivated and able to work independently.
- ITIL certification is required.
Job Classification
Industry: BPM / BPOFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: problem management root cause analysis incident management linux itil project management networking incident and problem management change management itil certified technical support itsm service delivery it infrastructure
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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