Major Incident Manager

Power Bridge; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Health insurance

Long-term savings plan with employer-m

Professional development opportunities

Job summary

Power Bridge in Bengaluru is seeking an experienced Incident Management Leader to drive global response calls, triage, and process improvements within a fast-paced IT support environment.

You will coordinate engineers for resolution, lead root-cause analyses, and implement corrective actions to prevent recurrence, collaborating with Field IT and Operations in a globally distributed team.

Qualifications

• 2+ years in Global Incident Management.
• 2+ years of Problem Management.
• 3+ years hands-on networking in large-scale data center/WAN environments.
• Experience supporting Field IT and Operation Partners in resolving high-severity impacts and driving root-cause.
• Experience communicating cross-functionally at all management levels.
• Experience with project management.
• Experience with ticketing tools and integration.
• Technical experience in IT fields: networking, Linux/Microsoft, Cisco.

Responsibilities

• Lead high-severity response calls and fast triage for a global remote support org.
• Direct engineers for resolution and root-cause investigations.
• Implement changes to avert future risk and drive process improvements.
• Act as liaison/escalation point to Field Operations and Field IT.
• Collaborate with peers to ensure Fulfillment Center systems stay healthy and available.

Skills

Global Incident Management

Problem Management

Networking

Linux Administration

Microsoft Administration

Cisco Networking

IP Routing

Project Management

Ticketing Tools

Communication

Job description

About Us

Power Bridge is a customer centric AV & IT Infrastructure Solution & Services Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs.

With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India.

Our Passionate teams across business functions work in tandem with our Industry leading Technology partners to deliver hassle-free technology upgrades projects with time bound SLA’s.

Role Overview

We are looking for a passionate, hard-working, and talented Call Leader who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team. You will be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up. This is an opportunity to contribute and build a support and process model that will impact Amazon at a global level. You'll be surrounded by people who are wickedly smart and believe that world-class service is critical to customer happiness.

Requirements

KEY RESPONSIBILITIES

On a typical day, the employee will lead high-severity response calls, ensure fast and accurate triage for a global remote support organization, direct engineers for resolution, lead root cause investigations, and implement changes to avert future risk and drive process improvements for Global Operations teams. Candidate must be forward-thinking with a high degree of customer service focus and excellent communication skills. The Incident IT Call Leader serves as the liaison and escalation point to Field Operations and Field IT.

Your peers will be system and software support engineers working to ensure Fulfillment Center systems are healthy and available to meet customer demands. In this role, you will have the opportunity to participate in solutions to business problems that are truly unique to Amazon. This team is a global team, so strong communication skills are a must.

We value attention to detail, customer obsession, and the desire to always find and remove customers.

Basic Qualifications

• 2+ years in Global Incident Management
• 2+ years of Problem Management experience
• 3+ years’ experience in a network-focused, hands-on technical role working with IP routing protocols/technologies and platforms in large-scale data center and/or WAN network environments.
• Experience supporting Field IT and Operation Partners in resolving and communicating high-severity problem impacts, defining root cause, and driving tasks to remove future risk.
• Experience communicating cross-functionally and across all management levels.
• Experience with project management
• Good Exposure towards ticketing tools and integration
• Technical experience in one or more IT-related fields, including networking, Linux administration, Microsoft administration, and/or Cisco network configuration and management
• Detail-oriented, excellent analytical skills, and a strong team player who works well with an immediate and extended team and consistently puts the team above oneself.
• Ability to work in and keep up with a fast-moving environment via effective prioritization and time management. Experience working in virtualized enterprise networking environments

Preferred Qualification

• 5+ years in Global Incident Management
• 5+ years of Problem Management experience
• 5+ years’ experience in a network-focused, hands-on technical role working with IP routing protocols/technologies and platforms in large- scale data center and/or WAN network environments.
• High Degree of ownership in all matters within IT infrastructure and root cause analysis
• Experience in high-severity triage, escalations, and issue management
• Experience in Ticketing tools and their functions
• Thorough understanding of TCP/IP networking, IP routing, Server Load Balancing,
• Network Security architecture, and core technologies such as IP, TCP, OSPF/IS-IS, BGP, MPLS, Server Load Balancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.
• Experience with one or more of the following: router, server load balancer, and firewall vendor platforms: Cisco or Juniper.
• Experience in one or more of the following: Working in a Linux/Unix environment.
• Possess Scripting skills or have a desire to learn them; specifically, Python, Perl, or Shell.
• Demonstrated problem-solving ability
• Superior technical aptitude
• Proven ability to manage complex tasks
• Strong analytical skills

Benefits

• Health insurance coverage for self, spouse, and kids
• Long-term benefit savings plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.