Project Role Description
Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must to have skills
Infrastructure Service Management, SSI: NON SSI:
Good to have skills
SSI: NON SSI:
Job Description – Critical Incident Manager
Role Description:
Major Incident Manager for an IT outsourcing engagement is required to manage Infrastructure and Application events that cause business disruption. The role requires individual to work with multiple stake holders in the project. Understand the situation, take leadership role of driving resolution, working with various groups involved in service restoration, ensure that right level of support is extracted across all groups including technology providers like Microsoft, Palo Alto, Netscaler etc. Requires regular updates to all stakeholders with clear business impact, building relationship with counterparts on the client side. Primary goal of this individual is to act with an “I own” mindset to manage the situation to resolution and make all possible efforts to minimize the business Impact.
Proactive Management – The roles requires proper documentation and root cause analysis (RCA) of every incident and ensuring that right corrective action are taken and implemented by respective groups to avoid repeat failures. Service Manager is required to convince the key stakeholders on the client side on RCA outcome and ensure that the action are taken to improve service availability of IT Systems.
Reporting and Analytics – Service manager is required to review and report Service Outage data and perform analytics using tools, which will drive more predictable outcomes.
Position is a key delivery role – reports to overall service management lead/ delivery lead of the engagement.
Competencies required:
1. Good understanding of IT systems – both Infrastructure and Applications
2. Has experience working in some technical area (like MS Azure cloud, Citrix Netscaler, Palo Alto Firewall, XX Database, XX Storage, XX middleware, XXapplications)
3. Building good understanding of clients business process
4. Process knowledge and acumen to improve processes
5. Ability to take leadership role in outages / critical situations when IT systems are down and there is a business impact
6. Good Communication skills (verbal and written) and ability to sustain pressure
7. Coordinate work across multiple groups and lead a virtual team, when needed
8. Proactive thinking
9. Build relationships with stakeholders on the client side
10. Ability to perform an RCA and get to the root cause
11. Ability to pull Technology manufacturers and escalate to drive service restoration
Job Requirements:
Key Responsibilities :
1. Assist or lead critical response effort for critical vulnerabilities, Major Incidents, and Major Problems
2. Manage executive communication and escalation
3. Ensure compliance with established process and protocols
4. Engage with cross-functional teams during service restoration/risk mitigation, ensuring that the right resources are engaged to achieve successful outcomes
5. Identify and pursue opportunities for continuous improvement and lead program/projects
Technical Experience :
1 Good understanding of IT systems both
2 Infrastructure and Applications
3 Infrastructure/admin knowledge
4 Cloud Computing experience
5 Advance certification in cloud platforms AWS, Azure, Oracle, Google is highly regarded
6 High level knowledge of Mainframe, COBOL and Big Data 5 Familiar with concepts of containerization and Container management tools such as Kubernetes or docker would be an advantage
Professional Attributes :
1 Experience in IT Operations or Service Delivery Management
2 Understanding of current IT production operations, quality practices, and client services
3 Experience working in an ITIL environment, and knowledge of ITIL frameworks Certified to an ITIL Foundation v3 or v4 level
4 Good communication
Educational Qualification:
Any Degree