Incident Resolution Specialist

Command Center (Specialist / Associate – Relevant Exp : 1 Year to 5 years)

Job Responsibilities :

• Monitoring & L1.5 troubleshooting & resolution for application related issues as per knowledge articles.
• Initial triage of incidents related to application issues using knowledge articles.
• Work on service requests (onboarding & offboarding, certificate management, alert enablement in SolarWinds etc.) following the documented process.
• Perform health check activities and monitor performances of infrastructure components & applications.
• Responding & resolving incidents within SLA
• Making inbound & outbound calls with ISP & onsite tech team.
• Engage third parties (as required) to support resolution for Supplier Services
• Engage other technical teams to support resolution for supplier services.
• Keep the incident updated as per discovery or end user information on real time basis.
• Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
• Validating the accuracy of incident / Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
• Initiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders.
• Send email communications and notifications during major incident bridges.
• Engage Incident commander / supervisor / on call manager.
• Confirmation with end users / technical teams for issue resolution and update all stakeholders on technical bridge.
• Create problem tickets & outage records for major incidents.
• For P1 / P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
• Must be willing to work in shifts, provide hand-over to next shift, send business readiness checklist
• Key Skills and Experience :
• Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy. etc.,).
• Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
• Demonstrating proficiencies in at least one of the technology domains (preferably network).
• Proven understanding of ITIL framework
• Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.
• ITIL 4 certification is a plus