Incident Management

Role: Incident Management

Experience - 6 to 9 years

Work Mode - Hybrid

Work Timings - 2 PM to 11 PM

Primary Skills: Incident Management

Experience with Major incident management processes and procedures, Knowledge in Incident flow Structure. 
Identifying and resolving incidents in a timely manner
Keeping relevant parties updated on the status of incidents
Developing and implementing processes and procedures for incident management
Overseeing the work of incident response teams
Escalating incidents as needed
Reporting on incidents and trends
Need to work in EST Time Zone
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work well under pressure and meet deadlines
Strong organizational and time management skills
Experience with incident management processes and procedures
Experience leading and managing teams
Technical knowledge and experience

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
Remediate deviation of a process for its particular division/department/school
Responsible for communicating with the Incident Process Owner
Point of contact for all Major Incidents
Responsible for the effective implementation of the process Incident Managementand carries out the respective reporting procedure.
Represent the first stage of escalation for Incidents
Monitor the incidents to ensure that the Service Level Agreement are respected
Identify, initiate, schedule and conduct incident reviews
Ensure the closure of all resolved and end-user confirmed Incident records
Provide guidance to the Incident Process Coordinators
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
8+ years of hands on Major Incident management
4+ year hands on documenting incident details, action taken
Ability to analyze complex problem under pressure and devise effective solutions
Excellent Communication Skills