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Senior Incident Engineer

Senior Incident Engineer

CAW Studios Pvt LtdBangalore
30+ days ago
Job description

The core responsibilities for the job include the following :

Monitoring :

  • Responsible for monitoring all major metrics via various monitoring tools and following the major incident management process in restoring the major impacting incidents.
  • Responding to a reported service incident, identifying the cause, and initiating the incident management process.
  • Proactively identify highly impactful scenarios from monitoring tools and engage stakeholders to avert any potential impacts.
  • Prioritizing incidents according to their urgency and impact on the business.
  • Planning and coordinating all the activities required to perform, monitor, and report on the process.

Resolution and Facilitation :

  • Triage, facilitate, and drive all major issues to resolution.
  • Responsible for following the escalation matrix and engagement of stakeholders over the bridge calls, and in parallel, sending the Incident communications as per defined timelines.
  • Point of contact for all Incidents and responsible for the effective implementation of the "Incident Management" process, and carries out the respective reporting procedure.
  • Represent the first stage of escalation for Incidents.
  • Communicating with stakeholders and leadership teams for major issues with timely updates during the lifecycle of the Management :
  • Post-Incident Management Reviews, Problem Management, Key metrics tracking, RCA Assignment, and documentation on key action items identified.
  • Producing documents that outline incident protocols, such as how to handle cybersecurity threats or how to correct server failures.
  • Monitor the incidents to ensure that the Service Level Agreements are met / respected.
  • Ensure the closure of all resolved and end-user confirmed Incident records.
  • Conduct brown Bag Sessions on the Incident Management Process and educate / train stakeholders.
  • Guide the Incident Process Coordinators.

    • Improvement Initiatives :

  • Execute continuous process improvement initiatives where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.
  • Execute strategies for Proactive monitoring and move the support from Reactive to Proactive.
  • Effective measurement strategies for impacts averted or avoided(P-1 Avoids).

    • Requirements :

  • Strong verbal and written communication skills.
  • Minimum of up to 5 years of overall experience in the IT Industry.
  • At least 3 years of experience as Incident Manager / Sr. Incident Engineer.
  • Preferred : Expert Level.
  • Experience working with Enterprise Command Center Teams.
  • Strong knowledge of Microsoft Excel, PowerPoint, and Data Management Systems is essential, with a high degree of self-motivation and a can-do demeanor.
  • Ability to gain valuable insights through strong data / information literacy skills, perform root cause analysis, and solve problems.
  • Must possess technical, analytical, and presentation skills with the ability to translate findings into business reports and presentations.
  • Must be open to working in shifts to provide 24 / 7 support and on-call support as necessary.
  • Must possess technical, analytical, and presentation skills with the ability to translate findings into business reports and :
  • Experience 4- 7 years.
  • Certifications : ITIL Foundation (Mandatory).

    • (ref : hirist.tech)

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