Critical Incident Manager
- Ahead
- 7 - 9 years
- Noida, Gurugram
- 2 years ago
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Job Description
- AHEAD is seeking a self-motivated Critical Incident Manager with deep customer service and service delivery skills to join our Managed Services group
- In this role, the Incident Manager is part of a team responsible for managing high severity incidents
- The ideal candidate is one who can take charge in high stress situations and provide direction to Managed Service technical teams to drive expeditious resolution of incidents
- This role is also responsible for RCA and Problem Management support for AMS
- We are looking for a natural leader with proven knowledge of incident management frameworks and the ability to communicate clearly, confidently, and effectively to technical teams and our customer
Responsibilities:
- Responsible for communication, leadership, and management of all high severity major incident situations.
- Manage Client Major Technology Incidents from identification through closure / RCA process. This includes but is not limited to:
- Team Assembly
- Internal, Client and 3rd Parties
- Root Cause Analysis and Identification
- Remediation
- Testing and Validation
- Status and Communications
- Postmortem / Problem Management
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Continuously improving the incident management process as required to ensure its effectiveness.
- Communicating with senior management (internal) on critical issues.
- Communicating with key client stakeholders on the status and timeline of the critical event.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Manage the creation of performance/dashboards to report on major incident and problem ticket metrics.
- Training additional incident managers as needed.
- Participate in a 24x7 on call rotation for critical incidents after regular business hours.
- Microsoft Certified Professional (MCP)
- Higher certifications such as CCNA or MCSE
Required Certifications:
Qualifications:
- College degree in information technology, engineering or a related field and/or equivalent experience.
- Minimum of 7+ years experience in IT, Managed Services and/or ITSM Operations.
- Minimum 3 years experience managing major incidents in complex environments.
- Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred.
- Proficient knowledge of ITSM tools and systems; ServiceNow experience preferred.
- Full familiarity with ITSM knowledge base maintenance and process documentation.
- High level of oral and written communication skills to communicate effectively with all stakeholders.
- High level of IT service delivery and customer service skills.
- Proficient at organizing documents and prioritizing work.
- Ability to think and act both strategically and tactically.
- Self-motivated; ability to work under minimal supervision.
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
Success Characteristics:
- Must be able to see the big picture, manage all the moving pieces, know what s been tried and what s still on the radar, and plan for and manage next steps.
- Take command of incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partners.
- Ensure that the customers have a deep understanding of the issue, the action plan and the path to resolution.
- Ensure that each participant understands the incident management process and their role in that process.
- Set clear incident resolution objectives (exit criteria) and timings.
- Provide direction and time management to keep the resolution effort on track and moving forward.
- Successful experience with and affinity for small to large size business environments.
- Ability to adapt and thrive in a dynamic work environment.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: AheadLocation(s): Noida, Gurugram+ View Contact
Keyskills: Automation Managed services Analytical Problem management Incident management Scheduling CCNA MCSE Information technology Analytics
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