Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: We are seeking a proactive and detail-oriented Incident Management Engineers to join our operations team. The ideal candidate will be responsible for managing and driving the resolution of production incidents, minimizing business impact, and ensuring consistent communication across stakeholders. This role requires strong analytical skills, excellent communication, and the ability to operate effectively in high-pressure environments. The position follows a 24/5 rotational shift model. Shift Details - Shift C (5pm to 230 am, 10 pm - 8 am) rotational basis Roles & Responsibilities: • Act as the primary point of contact during production incidents, ensuring timely resolution and effective coordination. • Lead technical bridges, involving appropriate teams for quick diagnosis and remediation. • Maintain accurate incident records, including timelines, impact analysis, root causes, and corrective actions. • Facilitate post-incident reviews (PIRs), document lessons learned, and track remediation tasks. • Collaborate with application, infrastructure, and support teams to improve incident response processes. • Monitor system and application alerts, triage issues, and ensure timely acknowledgment and resolution. • Proactively monitor tickets and user-reported issues to identify and log incidents. • Categorize and prioritize incidents based on impact and urgency to ensure appropriate response time. • Conduct initial incident analysis to determine root cause and next steps. • Collaborate with internal teams, vendors, and stakeholders to investigate and resolve incidents. • Ensure high-priority incidents are addressed promptly and escalated when necessary. • Coordinate incident resolution efforts to minimize business disruption and restore services quickly. • Ensure SLA (Service Level Agreement) and KPI targets (such as MTTR and RFT) are consistently met. • Communicate incident status and progress regularly to stakeholders and management. • Verify incident resolution and restoration of normal service operations before closure. • Record detailed incident information, including impact, severity, and all troubleshooting steps, in the ticketing system. • Follow escalation procedures and provide timely updates to leads for unresolved or escalated incidents. • Develop and maintain runbooks, escalation matrices, and incident handling procedures. • Maintain clear documentation throughout the incident lifecycle, ensuring transparency and accountability. • Analyze incident trends to identify recurring issues and recommend preventive actions. • Contribute to continuous improvement initiatives for enhanced efficiency, effectiveness, and user satisfaction. Professional & Technical Skills: • 2–5 years of experience in Incident Management or a similar support/operations role. • Solid understanding of ITIL processes, particularly Incident, Problem, and Change Management. • Strong communication and stakeholder management skills, especially under pressure. • Experience working in shift-based or 24x5 operational environments. • Ability to coordinate across multiple teams and drive incident resolution end-to-end. • Working knowledge of ticketing systems (ServiceNow, JIRA, Remedy, etc.). • Good analytical and troubleshooting skills to assess incident impact and prioritize resolution efforts. Additional Information: • 6 –10 years of experience in Incident Management or a similar support/operations role. • Solid understanding of ITIL processes, particularly Incident, Problem, and Change Management. • Strong communication and stakeholder management skills, especially under pressure. • Experience working in shift-based or 24x5 operational environments. • Ability to coordinate across multiple teams and drive incident resolution end-to-end. • Working knowledge of ticketing systems (ServiceNow, JIRA, Remedy, etc.). • Good analytical and troubleshooting skills to assess incident impact and prioritize resolution efforts. - A 15 years full time education is required.