Incident Manager

Job Description

Incident Manager with Networking skill sets(CCNA- Cisco Products)

Hybrid mode

• Identify the trainings required for both technical and process domains for the team and consider roll out suitable corrective measures.
• Responsible for planning and coordinating all the activities required to monitor, perform and report all day2 operations under the purview of incident management.
• IM is responsible to identify process deviations and applying suitable corrective measures.
• IM is responsible to manage communications during major incidents to customer and internal stakeholders.
• IM is responsible to assess the workload in the NOC and plan resources accordingly with due consultation along with operations management.
• IM is responsible to monitor the adherence to incident management service level agreement and apply suitable corrective measures as required.
• IM should plan, schedule and drive adherence to incident reviews by Tier 2 / Tier 3 engineers.
• IM should establish continuous service improvement cycles where the process, performance, activities, policies, procedures, supporting technology, roles and responsibilities are reviewed, and suitable corrective measures are applied as applicable.
• IM should conduct regular individual and team sync up with the team members to identify the area of improvements (Process & technical) and accordingly apply suitable corrective measures.
• IM should conduct different activities for team building measures.
• IM should proactively work with Tier 2 / Tier 3 to plan applicable activities ensuring stability of the production set up.

IM should collaborate with Tier 3 to perform skill gap analysis once in every six months and accordingly rollout suitable corrective measures