Job Summary
Job description: Position /Skills: Critical Incident Management Experience Level: 3 to 5 Yrs. Job Location: Noida / Lucknow Role responsibilities Serving as the primary point of contact throughout the lifecycle of Critical Incidents and Problems Be part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridges Leading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigation Authoring and managing known-error database records Maintaining communication with resolver groups for status updates and additional information Ensuring that internal and external communications about a Major Incident and Problem are completed in a timely manner Updating agreed channels and email distribution lists with notifications of updates and resolution Creation of Major Incident and root cause analysis reporting Educating IT staff on the major incident and problem management processes Attending CAB meetings Involvements Client Facing Communication Reporting and Governance Third-party Liaison Incident Management Problem Management Change Management Release & Environment Management Configuration Management Knowledge Management ITIL4 qualified Working understanding of ITIL principles and concepts Working in a similar role for a managed service provider Exemplary written English and time-keeping skills IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts Strong senior stakeholder management skills, capable of asking the \'right\' questions Previous experience in implementing major incident and problem management processes and obtaining cultural buy-in
Key Responsibilities
Job description: Position /Skills: Critical Incident Management Experience Level: 3 to 5 Yrs. Job Location: Noida / Lucknow Role responsibilities Serving as the primary point of contact throughout the lifecycle of Critical Incidents and Problems Be part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridges Leading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigation Authoring and managing known-error database records Maintaining communication with resolver groups for status updates and additional information Ensuring that internal and external communications about a Major Incident and Problem are completed in a timely manner Updating agreed channels and email distribution lists with notifications of updates and resolution Creation of Major Incident and root cause analysis reporting Educating IT staff on the major incident and problem management processes Attending CAB meetings Involvements Client Facing Communication Reporting and Governance Third-party Liaison Incident Management Problem Management Change Management Release & Environment Management Configuration Management Knowledge Management ITIL4 qualified Working understanding of ITIL principles and concepts Working in a similar role for a managed service provider Exemplary written English and time-keeping skills IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts Strong senior stakeholder management skills, capable of asking the \'right\' questions Previous experience in implementing major incident and problem management processes and obtaining cultural buy-in
Skill Requirements
Job description: Position /Skills: Critical Incident Management Experience Level: 3 to 5 Yrs. Job Location: Noida / Lucknow Role responsibilities Serving as the primary point of contact throughout the lifecycle of Critical Incidents and Problems Be part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridges Leading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigation Authoring and managing known-error database records Maintaining communication with resolver groups for status updates and additional information Ensuring that internal and external communications about a Major Incident and Problem are completed in a timely manner Updating agreed channels and email distribution lists with notifications of updates and resolution Creation of Major Incident and root cause analysis reporting Educating IT staff on the major incident and problem management processes Attending CAB meetings Involvements Client Facing Communication Reporting and Governance Third-party Liaison Incident Management Problem Management Change Management Release & Environment Management Configuration Management Knowledge Management ITIL4 qualified Working understanding of ITIL principles and concepts Working in a similar role for a managed service provider Exemplary written English and time-keeping skills IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts Strong senior stakeholder management skills, capable of asking the \'right\' questions Previous experience in implementing major incident and problem management processes and obtaining cultural buy-in