Desired Competencies (Technical/Behavioral Competency)
Exp Range - 4-8
Must-Have
Incident Management/ITIL Manager :
- Should experience in Incident Management and ITIL process
- Should have experience in ITSM ServiceNow to manage Incidents , Change , Knowledge etc
- Should have experience in any monitoring tools such as SolarWinds , Dynatrace
- Should experience in Alert monitoring.
- Technical Support: Provide high-level technical support and troubleshooting for complex issues related to our products, services, or systems.
- Issue Resolution: Analyze, replicate, and resolve technical problems reported by customers or internal teams. Apply fixes or workarounds as needed.
- Escalation Management: Manage the escalation of issues to higher-level support teams (L2/L3) when necessary. Ensure proper handover and follow-up on escalated cases.
- Oversee the incident management lifecycle from detection to resolution, ensuring timely restoration of services.
- Ensure incidents are logged, categorized, and prioritized based on impact and urgency.
- Coordinate incident response activities and assign tasks to appropriate teams.
- Communicate status updates to stakeholders and manage expectations throughout the incident lifecycle.
- Conduct post-incident reviews to identify root causes and ensure continuous improvement.