Qureos Mentor

SourceFuse

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 SourceFuse Technologies hiring Incident Manager 4-5 years of experience.
 
 
 
 
 
 
 Key Responsibilities:
 
 
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 Work closely with other IT and business teams to ensure seamless coordination during incidents.
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 Participate in on-call rotations and provide support during major incidents and outages.
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 Contribute to the development and maintenance of the incident management knowledge base.
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 Manage every aspect of incident management which includes but not limited to ticket monitoring, assignments, escalation management, providing support/resolution with in SLA and most importantly ticket tracking, reporting and analytics using SQL and JQL queries.
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 Timely handling of P1/P2 -Business-critical issues and managing customer escalations to resolution, following standard processes, documentation and reporting.
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 Requirement:
 
 
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 Driving the zoom/collaboration calls with Reporters/SREs/OEMs/Vendors for effective and speedy resolution. Act as the primary point of contact for all platform operational incidents.
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 Improve number of issues closed, problem resolved, average time to resolve issue, average time between issues, time taken to provide WA/Temp Fix.
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 Problem Management: identifying repetitive issues, and driving the RCA with a permanent fix, which results in timely delivery and quality of service.
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 Sound knowledge and experience cloud infrastructure project or operations especially CVIM and K8s cloud platform.
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 Expert level knowledge in incident management reporting like incident trend, RCA categorization for multiple review meetings like (weekly KPI, bi-weekly/monthly/qtrly/yearly reviews with BU head/CTO).
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 Must be ITIL certified or able to understand complete ITSM framework for effective incident management and other aspects of ITSM like access/release/change/problem management.
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 Basic understanding of Linux and Kubernetes.
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 Drive end-to-end solution/resolution of the Issue raised by the Application team and managing inventory of all the known errors.
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 Qualifications:
 
 
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 Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field.
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 Proven experience in incident management, preferably in a platform operations environment.
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 Strong understanding of ITIL or other incident management frameworks.
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 Excellent problem-solving and analytical skills.
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 Ability to work effectively under pressure and manage multiple priorities.
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 Strong communication and interpersonal skills.
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 Experience with incident management tools and ticketing systems (e.g., ServiceNow, JIRA).
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 Knowledge of platform technologies and infrastructure (e.g., cloud services, databases, networking) is a plus.
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 Preferred - Female
 
 
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Incident Manager

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Incident Manager