Incident Manager

Role overview

Incident Manager at TechMojo Solutions

Responsibilities

• 1.
• Owning and overseeing the incident management process and team members involved in resolving the incident 2.
• Responding to a production incident , identifying the cause, and initiating the incident management process. 3.
• Prioritizing incident s according to their urgency and influence on the business. 4.
• Liaise with Tech and Product units to ensure there are learning from previous incident s [Critical - preventive measures] 5.
• Producing documents that outline incident protocols such as how to handle infrastructure related incident s and how to correct application failures including an optimum server set up (e.g., DR set up) 6.
• Conduct regular review and be the POC for AM/Clients while ensuring the incident management team meets the objectives and follows the process diligently. 7.
• Maintaining a record of all incident s, updating all the relevant fields and their resolution to see if there are recurring malfunctions. 8.
• Communicating with all stakeholders on major issues and resolutions. 9.
• Ensure that team reflects the sense of urgency on production issues 10.
• RCAs are conducted where applicable and the action items are taken to closure with the highest sense of urgency. 11.
• Managing the Production support team and creating Team Roaster to make sure all the shifts are equipped with the right people 12.
• Make sure the Support Team OKR are met and designing the OKRs for the individuals. 13.
• Creating processes to make sure the knowledge base is up to date 14.
• Fire Cheif for all Action Items of the permanent fixes for the incident s and make sure they are getting closed on time 15.
• Be a fire warden available 24*7 and personally lead P1/P2 production issues on ground, to get them resolved promptly The position is based in Hyderabad and requires working from the office.

Required skills

• Prior development background will be a plus.
• ITIL certification (preferably) Strong oral and written communication skills to communicate and discuss with client teams and CXOs.

Employment details

• Location: Hyderabad [Telangana] [India]

Additional role details

• Incident Manager