Job Summary

Coordination and management of Major Incident Management process activities
Escalation of risks and issues to the Major Incident Management Process Owner
Supporting Major Incident Management reporting (KPIs and customer SLAs)
Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account
Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
Drives implementation of standard execution of the Major Incident Management process
Agrees issue definition, action plan and success criteria with customer (during emergency mode)
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Verify resolution with users and resolve Incidents ticketing tools
Owns all Incidents and Service Requests throughout the lifecycle
Document troubleshooting steps and service restoration details
Create and submit knowledge articles
Liaison between IT and requestor

Key Responsibilities

Ready to work on 24 x 7 support model (no constraints, no reservations).
Demonstrate ownership of incident tracking, triage, mitigation, and resolution
Responsible for achieving agreed SLA / OLA targets
Demonstrate strategic thinking, quantitative and analytical skills and collaboration
Ability to work under stress and handle crisis situations

Skill Requirements

Graduate in computer science
Excellent analytical and troubleshooting skills
5 + years of IT experience.
More than a year of experience in enterprise level support for a large scale international customer
Strong fault analysis/determination and problem solving skills
Communicate and collaborate effectively in English. Excellent written and verbal communications skills are must.
Able to perform work under continuous deadline pressure.
Experience with ITIL compliant incident management
Documenting troubleshooting and problem resolution steps

Other Requirements

Working experience with Windows Server Administration
Working experience in high availability environment
Adherence to process (ITIL) and Incident management and SLA, Responsible for Incident management (Proactive & Reactive), execution of Changes, Problem & Performance mgmt.
Working Knowledge of Programming Concepts and basic scripting abilities, Powershell
ITIL, CCNA, MCSE and/or other Microsoft certifications
Attended trainings/has understanding of cloud computing.