Job Opportunity || Incident Manager ||
- Infogain
- 8 - 13 years
- Pune
- 4 years ago
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Job Description
Dear Folk,
We are looking for an Incident Manager for our organization- Infogain Technologies
- Experience Required: 8-13 Years
- Job Location: Pune, Mumbai, Bangalore and Delhi NCR
Company description:
Infogain is a global business oriented IT consulting provider of front-end, customer-facing technologies, processes and applications, leading to a more efficient and streamlined customer experience for enterprises in the US, Europe, the Middle East, Asia Pacific and India. Offering solutions for the high-tech, retail, insurance and travel & hospitality verticals, Infogain specializes in digital transformation, ERP, CRM, software product engineering, knowledge management, cloud services, and mobility. Infogain has strong partnerships with industry leaders including Microsoft, Oracle and Salesforce. Headquartered in Californias Silicon Valley, Infogain has close to 5,000 employees providing consulting, technology and digital transformation services to clients around the globe.
Roles and Responsibilities Summary of the Position
We are seeking an Incident Manager -Azure Cloud to join our team at India (Pune) Development Center. You will be responsible for leading our managed Services major incidents (Critical Tickets P1/P2 Severity), planned & emergency changes and end to end management of problem tickets to provide excellent customer service by resolving major technical issues by involving respective teams on time and ensuring highly available and high performing cloud infrastructure and services.Incident Manager should be able to ensure high quality technical support at time of critical outages, planned or emergency changes and problem tickets resolution and increase client satisfaction. A highly customer centric problem-solving attitude with an ability to co-ordinate with many teams to achieve specific goals are essential skills to perform well in this position.
Job Responsibilities:
- Primary contact for Operations for issues in multiple cloud platforms, infrastructure, queue etc..
- Own, lead and get all critical severity tickets (P1/P2) resolved as per managed services incident management process.
- Have a good understanding of the overall azure cloud technology, application & network landscape.
- Work with program manager for establishing processes/runbooks, thresholds, SLAs/response times, escalation process/matrix
- Work with program manager for ongoing status reports & metrics to customer & senior management on support.
- Drive all major incidents, changes and problems resolution with full authority to meet SLA/SLO.
- Handle conference bridge as a moderator to get critical outage/alert of high severity resolved by the timely and productive involvement of all stakeholders.
- Understand the different queues, the volume & rate of messages (IMBR, OMBR), type of messages, deployment, instances per queue etc.
- Prepare root cause analysis report for every critical outage and problem and share it with all stakeholders and ensure permanent fix for every root cause found.
- Responsible to provide technical oversight and direction to Azure support/development teams.
Candidate Profile:
- Ability and willingness to work in a 24*7*365 environment with 2 weeks day and 2 weeks of night shift per month and on call availability during sat/sun on a rotational basis.
- Proven work experience as IT Service Management lead or shift supervisor for end to end incident, change and problem management.
- Good technical background with an ability to give instructions technical people to expedite critical outage resolution.
- Very good ITIL knowledge with customer-service oriented and problem-solving attitude.
- Excellent written and verbal communications skills and ability to understand US accent.
- Excellent conference calls management skills.
- Candidates must have hands on experience in IT services management (to manage issues related to servers, network, databases etc.)
- Experience in Global IT Services management preferably US based is mandatory.
- Experience and certification around public cloud like Azure or AWS will be preferred.
- Understand functioning of the PCF application, how it is deployed, instances, availability zones, health monitoring of the app using Grafana and other tools.
- Understand the network setup from on-prem (JMS, PCF App, Firewall) to Azure (Azure virtual cage, ExpressRoute, Azure Routers, Azure Gateways, Event Hub, etc.).
- Understand how to check for Azure Event Hub health, packet loss between JMS to Event Hub
- Understand the different teams involved (JMS/EIT team, PCF Team, Network teams/System teams, different Azure platform teams etc.) and be able to call/pull in the right team to diagnose.
Please share your updated resume on : an*********e@in*****n.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: Engineering - Software, Role Category: Software DevelopmentRole: Software DevelopmentEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: M.Tech in Any SpecializationDoctorate: Doctorate Not RequiredContact Details:
Company: INFOGAIN SOLUTIONS PRIVATE LIMITEDAddress: A-16 and A-21,,,SECTOR 60,NOIDA, , , NOIDA, Uttar Pradesh, IndiaLocation(s): Pune
Keyskills: Incident Management Problem Management ITIL
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Infogain is a Silicon Valley headquartered company with software platform engineering and deep domain expertise in the travel, retail, insurance and high technology industries. We accelerate the delivery of digital customer engagement systems using digital technologies such as cloud, mic...
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