Consultant

Iflowtech Solutions; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

ServiceNow knowledge

MS List knowledge

Job summary

Iflowtech Solutions is seeking an experienced Major Incident Manager to act as the escalation point and lead the bridge calls for service restoration. You will work in 24/7 operations, coordinating incident resolution and documenting timelines.

Responsibilities include driving incident investigations, creating action plans with deadlines, providing periodical incident metrics, and ensuring adherence to escalation procedures. Knowledge of ServiceNow and Microsoft List is a plus.

Qualifications

• Experience in Major Incident Management processes.
• Ability to drive bridge calls and coordinate action plans.
• Knowledge of incident management metrics and reporting.

Responsibilities

• Act as escalation point for service restoration.
• Work in 24/7 operations and project support.
• Lead bridge calls and form collaborative action plans.
• Document steps with timelines and chronology.

Skills

Incident Management

Tools

ServiceNow

MS List

Job description

Role Descriptions: Escalation point| responsible for call and notification management and first point of contact for service restorationTo work in 24/7 operations and project support Major Incident Management activities.Adhere to the Responsibilities detailed in the Incident ProcessInvestigate and diagnose Major Incident to restore failed Application or Service as quickly as possible.Document troubleshooting steps and service restoration details for accurate timeline. (Sequence of Event)Providing periodic major incident metrics reports as management Notification to top management during the bridge call with periodic intervals.Forming collaborative action plans with specific actions| roles| deadlines| and ensuring these are completed. (Action Plans in place)Driving the Bridge call with end-to-end responsibilities till closure.Following the proper escalation matrix during and after the bridge calls.Accountable for the Major Incident Management process and maintains and improves the process as necessary to achieve the objectives of the business.Added advantage on having Knowledge in Service Now & MS List.

Skills: Incident Management

Experience Required: 4-6