Job Title

Operations Management team member provides incident management for Software Group global clients. The candidate will work Service Management teams to resolve crit-sit and high priority incident tickets. Responsibilities include monitoring of client tickets, facilitation of recovery bridges, and working with Cloud Operations, Product and Service Management teams to resolve incidents. Successful Incident team members thrive on challenge, are calm under pressure, and are quick learners. Must be flexible on the work shift including night shifts to meet client support goals.Job responsibilities include: Be part of Incident Management team and provide operational leadership for swift application and infrastructure recovery.Facilitate technical bridge sessions where participants will seek for crit-sit status updates, manage incidents and engage Product, Cloud and other Service Management experts as needed. Understand and manage client expectations duringincident management. Ensure required participants are on the bridge.Capture incident documentation and deliver quality communication. Attention to details, excellent people and multi-tasking skills would be required to succeed in this role.Assess priority for major incidents with support teams and senior IT/Business Leadership.Understand customer SLAs and work with cross functional teams (eg. Cloud, Security, DevOps, Products) to complete root cause analysis of incidents.Assist Crit-sit manager in delivering Operational dashboard (Availability, Performance, Defect) reports and KPIs.Perform regular ticket audits, gather weekly performance statistics for reports and trends.Drive continuous improvement to Incident and Service Management processes.Review Incident, Problem and RCA Processes, identify gaps and recommend process improvements.When not working on a critical incident, this candidate should be able to work on operational projects to improve stability and deliver high availability system.Demonstrate good understanding of modern application software, monitoring tools and should be a fast learner of new technology areas.provide project leadership to assigned customers, organize and drive weekly status meetings and Monthly operations meeting.Skills and Qualifications: 3 or 4-year Bachelor's degree is mustCandidate will be working in flexible shifts. Few months in IST day shift and few months IST night shift (US and LATAM timezone hours)English Language skills are mustCritical Incident Management experience essential. 6-12 years of IT experiencewhich includes 3 years’ experience managing crit-sit incidents and delivering problem resolution for complex programs and global clients.Experience performing application support and operations using global teams.Good to have solid understanding of Cloud Technologies,Proficient Service Request Management System (Service Now/ Jira etc).Experience with digital applications, hybrid and multi cloud environments is good to have.Superior verbal and written communication skills, including the ability to effectivelyand clearly communicate problems and solutions to non-technical stakeholders.Ability to prioritize and complete multiple tasks during crit-sits.Willingness to learn new tools and own responsibilities beyond operational tasks.ITIL Certification (preferred)