Roles and Responsibilities
- Good understanding and experience on Incident Management Problem Management Change Management
- Good experience in Incident management
- Experience on handling Majority incidents P1 P2
- Good communication skills oral and written to handling the major incidents and send communications as per the agree procedure
- Flexibility to work with team members in other time zone for resolution of issues
- Manage Critical Situations with the goal of reducing outage time and delivering world class service to our clients
- Serve as the primary point of contact for clients during client outages in coordination and with support of ServiceClient Managers
- Manage all Critical Situation event communications
- Establish and manage bridge calls
- Create business appropriate communications and update in a timely and consistent manner
- Post Service Restoration Management
- Drive the Root Cause Analysis RCA and help the organization apply these learnings to avoid having other clients experience a similar critical situation in the future
Tools
Operating System Linux WindowsCloud Operations Basic AzureAccount Management Tools Basics of Active Directory and O365Scripting Basic of PowerShellTicketing and Management RemedyforceTeam Collaboration MS TeamsSkills Required
Linux Administration, Rca, Windows