Senior Engineer

Role Description:

as a SPOC for the Customer to provide the status update whenever a major incident occurs.

the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization.

logging, categorization, prioritization, assignment, co-ordination, and communication until resolution

a Bridge through involving all relevant Resolver Groups and continuing the discussions till the Major incident is resolved.

the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Ensuring the Major incident is resolved within the SLAs agreed with the Customer.

ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner.

all the preventive actions to minimize the service and business impact in case resolution time seems to be high.

to end understand if incident life cycle - Challenges, different priorities handling skills.

a thorough analysis and preparing the Post Incident Review (PIR) for every Major Incident after it is closed.

that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process

with the process managers (Change manager, Problem Manager, capacity manager, Availability manager, IT Service continuity manager, etc.) on a need basis to avoid reoccurring of the major incidents. Additionally, work on Change requests (Maintenance) with CAB & Support Teams end to end.

the SOP and get timely review and sign off from the customer.

Alert and Major Incident analysis (through coordinating with problem Management process)

Desired Anchor attributes:

KEY RESPONSIBILITIES:

to work in (24/7) shift and flexible schedule and extend for any business-critical hours (No constraints, no reservations).

have exposure to ITIL practices. Good written verbal communication skills

on experience on Service NOW Tool and its report/dashboard creations

on experience of reporting tools - Excel. Power Bi will be adding advantage.

in helpdesk environment and excellent team skills with ability to listen and contribute to discussions and meetings.

in working is a service provider environment.

motivated individual, with a positive pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere

ownership of incident tracking, triage, mitigation, and resolution

for achieving agreed SLA / OLA targets.

strategic thinking, quantitative and analytical skills, and collaboration

to work under stress and handle crisis situations.

and planning for process improvement projects.

SKILLS

in computer science

analytical and troubleshooting skills.

+ years of Incident Management & Major Incident Management (Preferred)

fault analysis/determination and problem-solving skills

and collaborate effectively in English. Excellent written and verbal communications skills are a must.

to perform work under continuous deadline pressure.

with ITIL compliant incident management

troubleshooting and problem resolution steps

experience

(Power BI, Excel Advanced, PowerShell, MS Flow, DevOps) good to have skills.

IT Skills

v4 foundation mandatory

DevOps good to have skill.

tools – Power BI and Excel