Critical Incident Manager
Job Description
Act as the primary point of contact for all major incidents. Utilize thorough evaluation of impact, urgency, and severity to prioritize incidents effectively.
Facilitate incident management bridge calls involving support teams, on-call application teams, and if required leadership teams.
Proficiency in managing diverse monitoring platforms such as ServiceNow and PagerDuty.
Define and refine the Service Scope based on the Comapny Service Catalogue.
Should have knowledge in SLAs and KPIs while generating comprehensive Process Performance Reports.
Responsibilities Duties:
Clear understanding to prepare comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer.
Work with business relationship management to determine business impacts, conflicts and risk associated with process.
Maintaining the SOP and the Knowledge Articles in Jira.
Monitor and record incident progress in real-time.
Measure Incidents on a weekly basis and work on the scope of improvement areas.
Key Skills:
Measure Incidents on a weekly basis and work on the scope of improvement areas.
You are innovative – You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers.
Command authority naturally - You don’t need borrowed power to enlist the help of others – you just know how to do it - you are optimistic and are viewed in a favorable light and are valued by the organizations you work for.
Possess quick sifting abilities, knowing what to note and what to ignore - The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data.\
Experiance Qualifications:
Possess domain expertise in (agile) project and service management – You will end up not just having generic management skills; you will also have a deep familiarity with the multiple fields that company operates in, the tools we operate and the approaches we deploy that gives you a natural authority and solid strategic insight.
Exercise independent and fair consensus-building skills when conflict arises - But you embrace only as much conflict as is necessary, neither avoiding nor seeking grounds for control of a particular project segment.
Cultivate and rely on extensive informal networks inside and outside company to solve problems that arise - You identify any critical issues that threaten projects and handle them resolutely (vs. ignoring them)
Benefits:
Training, health, insurance, commuting support, lunch service etc.