Job Description

? 3+ years experience ? 1 Position ?Job Information: ?Work Experience: 3+ years Industry: IT Services Job Type: FULL TIME Location: Bangalore, India ?Role Overview: ? Work closely with other IT and business teams to ensure seamless coordination during incidents. ? Participate in on-call rotations and provide support during major incidents and outages. ? Contribute to the development and maintenance of the incident management knowledge base. ? Manage every aspect of incident management which includes but not limited to ticket monitoring, assignments, escalation management, providing support/resolution with in SLA and most importantly ticket tracking, reporting and analytics using SQL and JQL queries. ? Timely handling of P1/P2 -Business-critical issues and managing customer escalations to resolution, following standard processes, documentation and reporting. ? Driving the zoom/collaboration calls with Reporters/SREs/OEMs/Vendors for effective and speedy resolution. Act as the primary point of contact for all platform operational incidents. ? Improve number of issues closed, problem resolved, average time to resolve issue, average time between issues, time taken to provide WA/Temp Fix. ? Problem Management: identifying repetitive issues, and driving the RCA with a permanent fix, which results in timely delivery and quality of service. ? Sound knowledge and experience cloud infrastructure project or operations especially CVIM and K8s cloud platform. ? Expert level knowledge in incident management reporting like incident trend, RCA categorization for multiple review meetings like (weekly KPI, bi-weekly/monthly/qtrly/yearly reviews with BU head/CTO). ? Must be ITIL certified or able to understand complete ITSM framework for effective incident management and other aspects of ITSM like access/release/change/problem management. ? Basic understanding of Linux and Kubernetes. ? Drive end-to-end solution/resolution of the Issue raised by the Application team and managing inventory of all the known errors. ?Qualifications: ? Bachelor s degree in Computer Science, Information Technology, or a related field. ? Proven experience in incident management, preferably in a platform operations environment. ? Strong understanding of ITIL or other incident management frameworks. ? Excellent problem-solving and analytical skills. ? Ability to work effectively under pressure and manage multiple priorities. ? Strong communication and interpersonal skills. ? Experience with incident management tools and ticketing systems (e. g. , ServiceNow, JIRA). ? Knowledge of platform technologies and infrastructure (e. g. , cloud services, databases, networking) is a plus. ?Interview Process ?Technical Round 1 ?Technical Round 2