Incident Management, SLA,RCA Mumbai only (WFO, Thane 247 shift ) AM EIT

Assess and validate major incidents. Manage notifications and escalations as defined in the major incident management process.

Manage and coordinate recovery actions and plans for major incidents to resolution.

Provide timely and informative updates to management stakeholders and users until incident closure.

Monitor the incidents to ensure that the Service Level Agreements are adhered to both from a response and resolution perspective Ensure the appropriate level of technical or functional support team is actively engaged.

Manage incident technical bridge calls and provide direction if further escalation is required.

Ensure that accurate timelines of recovery plans and activities on major incidents are documented via detailed chronology

Ticket generation notifications and followups with relevant functional groups for service incidents ensure redundancy is maintained.

TAM coordination for client notifications and issues.

Planned / Emergency activity mailers and bridge initiation Understand and track outstanding preventive actions and improvement plans for incidents escalated until closure for all aspects covered in the Root Cause Analysis report

Ensure the closure of all resolved and end-user-confirmed Incident records Good Understanding of ITS Infrastructure (Network / Server / IT Security Etc.)

Daily incident reports to relevant EIT stakeholders Ensuring the ServiceDesk ticket source data is updated with all relevant information including resolution procured from the subsequent RCA

Qualifications : Graduate

Additional Information :

Thane - work from office only

24

• 7 shift ( incudling night shift )

Remote Work : No

Employment Type : Full-time

Key Skills

Quality Analysis,Facility,ISO,Inventory Levels,Root cause Analysis,Shift operations,General Maintenance,Daily Operations,Supervision,Analysis,PLC,Safety Standards,Quality Standards,Time management skills,Troubleshooting

Experience : years

Vacancy : 1