Summary:
Major Incident Manager for an IT outsourcing engagement is required to manage Infrastructure and Application events that cause business disruption. The role requires individual to work with multiple stake holders in the project. Understand the situation, take leadership role of driving resolution, working with various groups involved in service restoration, ensure that right level of support is extracted across all groups including technology providers like Microsoft, Palo Alto, Netscaler etc. Requires regular updates to all stakeholders with clear business impact, building relationship with counterparts on the client side. Primary goal of this individual is to act with an "I own" mindset to manage the situation to resolution and make all possible efforts to minimize the business Impact.
Project Role
Application Lead
Project Role Description
Lead the effort to design, build and configure applications, acting as the primary point of contact.
Roles & Responsibilities:
1. Good understanding of IT systems - both Infrastructure and Applications
2. Has experience working in some technical area (like MS Azure cloud, Citrix Netscaler, Palo Alto Firewall, XX Database, XX Storage, XX middleware, XXapplications)
3. Building good understanding of clients business process
4. Process knowledge and acumen to improve processes
5. Ability to take leadership role in outages / critical situations when IT systems are down and there is a business impact
6. Good Communication skills (verbal and written) and ability to sustain pressure
7. Coordinate work across multiple groups and lead a virtual team, when needed
8. Proactive thinking
9. Build relationships with stakeholders on the client side
10. Ability to perform an RCA and get to the root cause
11. Ability to pull Technology manufacturers and escalate to drive service restoration.
Professional & Technical Skills:
1. Assist or lead critical response effort for critical vulnerabilities, Major Incidents, and Major Problems
2. Manage executive communication and escalation
3. Ensure compliance with established process and protocols
4. Engage with cross-functional teams during service restoration/risk mitigation, ensuring that the right resources are engaged to achieve successful outcomes
5. Identify and pursue opportunities for continuous improvement and lead program/projects
6. Good understanding of IT systems both
7. Infrastructure and Applications
8. Infrastructure/admin knowledge
9. Cloud Computing experience
10. Advance certification in cloud platforms AWS, Azure, Oracle, Google is highly regarded
11. High level knowledge of Mainframe, COBOL and Big Data 5 Familiar with concepts of containerization and Container management tools such as Kubernetes or docker would be an advantage.
Must to have skills
Infrastructure Service Management, SSI: NON SSI:
Good to have skills
SSI: NON SSI:
Professional Attributes :
1. Experience in IT Operations or Service Delivery Management
2. Understanding of current IT production operations, quality practices, and client services
3. Experience working in an ITIL environment, and knowledge of ITIL frameworks Certified to an ITIL Foundation v3 or v4 level
4. Good communication
Additional Information:
- The candidate should have minimum 12 years of experience in Infrastructure Service Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.