This job ad has been posted over 30 days ago...

7

applicants

Incident Manager Full-time

at Sequretek IT Solutions Pvt. Ltd. in Mumbai (Published at 04-02-2015)

PRE-REQUISITE:
 Overall responsibility for managing Incidents throughout Incident Lifecycle
 Strong Customer Focus
 Proven history of managing and resolving Incidents in large network or large
enterprise customer
 Multitasking skills to handle multiple priority tasks
 Ability to remain flexible and adapt to changing priorities with promptness, efficiency
and ease
 Possess proficient analytical, problem solving and decision making skills
 Demonstrated capacity for gathering and scrutinizing data to identify issues,
opportunities and patterns
 Willing to work in 24X7 Environment.
RESPONSIBILITIES:
 Ensure Incident handling as per Incident Management Processes
 Ensure Incidents are managed and resolved within SLA
 Responsible for monitoring ticket queue
 Host and Lead the Incident Management calls
 Lead troubleshooting coordination on incidents to drive issues to fastest possible
resolution
 Ensure internal escalation process and customer escalation processes are followed
 Central Communication point for Major Incidents
 Monitor existing tickets and escalate to management if in risk of missing the SLA
 Respond to user escalations and engage functional escalation as necessary
 Create, maintain, and enforce all Incident Management processes and procedures
 Identify process improvements
 Create and provide Incident related reports to management or other stakeholders
 Responsible to keep the stake holders updated on the progress, escalate in case of
delay, and involve right stake holders for action.
 Post incidents, suggest remedial / preventive actions as identified in Problem Report
/ Root Cause analysis.
 Drive Technical operations improvement programs so as to achieve better Service
delivery experience , minimizing operational Errors
Educational background: B.E/B.Tech/MCA Degree preferred
Certifications Preferred:
 ITIL, CCNA, CCNP is desirable
 ArcSight, , Security+ & Network+ certifications, CEH (Added
Advantage)
Experience: 5-6 years of experience (preferably on Security Operations Center)Skills and Competencies: Must possess strong written and oral skills and
demonstrated ability to work in complex IT environments working with multiple
stakeholders to achieve satisfactory project objectives

Note: Applications have been closed.


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