IT Critical Incident Manager

Experience – 4+ Years
Work Location – Vadodara

Shift – Rotational

Required : Excellent Communication Skills

Role :

  • Leading Critical Incident Bridges and driving teams to resolve issues as quickly as possible and escalating to the correct teams and leaders as required.
  • Providing business focused updates hourly to include technical details and internal/external Client impact in clear and simple terms.
  • Create Post Incident Reports with Direct Cause, Root Cause and timelines clearly documented.
  • Monitor Critical/actionable tools alert & take necessary action.
  • Work on NOC/CIM/Problem/Change reports.
  • Monitor emergency change process during outages.
  • End To End Problem Management Activities.
  • Provide Weekly/Monthly Metrics Data to management.
  • Maintain Contact List and Roster other team members and SME’s.
  • Documentation for Process Improvement, Handbooks, Guidelines, Manuals, Knowledge Base Articles

Essential Job Responsibilities

The Critical Incident Manager is responsible for the following:

  • Coordinate business priorities with IT/Apps/Infrastructure teams during Critical Incidents and Events to restore normal service operations as quickly as possible and to minimize the impact to our Clients and internal teams
  • Accountable for running the Critical Incidents and manage technical conference bridge.
  • Ensures clear communication is provided to affected teams and senior leadership during Critical Incident or Events; Formulate concise, clear and accurate alerts and notifications to management.
  • Manages and track Incidents to resolution and ensure a clean handoff to appropriate teams or groups.
  • Detect and record incidents and prioritize based on impact and urgency.
  • Standardize global critical event notification, escalation, process and procedures.
  • Work with Technical Support teams to assign or designate resources to follow-up on unresolved Incidents.
  • Engage End to End with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) related to Critical Incidents.
  • Identify potential problems and/or increasing trend of repetitive Incidents
  • Document troubleshooting steps and service restoration details.

Requirements for the role include:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

  • At least 4 years’ experience working as critical incident manager/Problem manager.
  • At least 4 years’ experience working in an IT, Technical, Critical Incident or Service Delivery role that is production-based, deadline driven and outcome oriented.
  • ITIL / ITSM Experience
  • Strong communication and collaboration skills, situational awareness and organizational agility
  • Must be responsive to business needs in a 24x7x365 environment.
  • Must be able to individually lead Incident Resolution to completion.
  • Ability to influence others outside of direct management structure.
  • Strong project management experience while working under tight deadlines in a fast-paced environment
  • Must have a demonstrable ability to effectively lead and manage critical incidents or events and drive to problem resolution.
  • Must be able to facilitate in a collaborative manner solutions across departments and teams
  • Must be able to anticipate and prevent problems while managing incidents to resolution.
  • Must be self-directed and foster initiative in others
  • Must be able to translate larger business goals into actionable items for other teams
Job Location: Vadodara
Positions: 1
Required joining date: As soon as possible
Compensation: Best in the Industry
Work Experience: 4-8 years

Apply for this position

Allowed Type(s): .pdf, .doc, .docx, .rtf
Back to top of page