Job Title        : Lead Infrastr Engineer
Experience    : 4 - 6 Years
Location        : Pune

Description : 

• Incident Manager  someone with 4 – 6 yrs experience as an Incident manager,
• willing to work in a 24X7 restoration team and availability for weekend on calls, has a passion to solve problems.
• Years of experience needed – 4 – 6 years.

Primary Duties and Responsibilities:  (other duties may be assigned)

• The Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others)
• Leveraging technology to issue all communications and providing key stakeholder management.
• Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls.
• Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed.
• Liaise with Delivery Unit, System Owners, and Client to ensure timely resolution for high priority incidents.
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews.

Required Qualifications/Skills:

• ITIL foundation Certified or 4 - 6 years working experience in specific ITSM role.

Strong analytical skills:

• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment.
• Proven track record of working collaboratively to improve the customer’s experience.
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
• Able to manage relationships with peers and managers as it relates to support and services.
• Ability to navigate complexity and create collaborative, cross-functional solutions.
• Strong communication, presentation, and relationship management skills
• Able to translate complex issues in an understandable, organized way.
• Team oriented
• Positive team player attitude with excellent verbal and written communication skills
• High degree of organizational skills

Technical Skills:

• Experience with ITIL V3 or V4.
• Experience with Service Now.
• Strong written and verbal communication and relationship management skills.
• Excellent problem solving, organizational and project management skills.
• Experience with standard desktop tools, including Microsoft Office
• Management Skills:
• Capable of analyzing requirements and develop software as per project defined software process.
• Develop and peer review of LLD (Initiate/ participate in peer reviews).
• Ability to execute test plans, create test cases test data and contribute to appropriate software (including programming languages) development life cycle methodology and application of specialized business and technical knowledge.

Behavioral Skills :

• Self-starter: ability to begin working with minimal coaching
• Command and Control presence while managing critical incidents.
• Should be able to drive restoration calls independently, Attention to Detail, Quality Focus
• Strong analytical skills and be able to correlate the issues.
• Good decision-making skills
• Strong communication skills. Providing information to others both internal and external to the organization
• Ability to articulate thoughts clearly in the English language both verbally and written.
• Ability to work independently as well as part of a team on multiple overlapping issues.
• Maintains a professional demeanor and attitude while being assertive, Deductive reasoning.
• Ability to challenge information if the response does not fit the situation.
• Ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high-volume environment.
• Flexibility to support 24*7 on a rotation shift, including weekends on-call.

Qualification:

• Prefer knowledge of Service Now

Certification/License:

• Prefer ITIL knowledge or certification.

Skills

• PRIMARY COMPETENCY : IT Service Management
• PRIMARY SKILL : Incident Management
• PRIMARY SKILL PERCENTAGE : 75
• SECONDARY COMPETENCY : IT Service Management
• SECONDARY SKILL : Problem Management
• SECONDARY SKILL PERCENTAGE : 15 TERTIARY COMPETENCY : IT Service Management
• TERTIARY SKILL : Change Management
• TERTIARY SKILL PERCENTAGE : 10
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