Senior Support Engineer

This is for a Major Incident Manager Role: Below are the basic checks

• Leadership & Communication, Analytical Thinking, Technical Knowledge. Time Management, Root Cause Analysis (RCA). Stakeholder Management: Process Adherence: Continual Improvement: Understand SLA/KPI? Problem Management PR | Planning Forecasting.
• CMDB Configuration.

Hands-on experience on

• Major incident scenarios.
• Use ITSM tools and incident dashboards, communication platforms, and escalation matrices.
• Conduct post-incident reviews to identify improvement areas.

ITIL Foundation Certification \ Scrum Master would be an advantage.
Search Criteria to get profiles from Job portal: - Major Incident Manager (MIM)/Incident management/ Project Management / ITIL / ITSM /Stakeholder Management/SLA/KPI /Problem Management/Service Now or BMC, whatever ITSM tools / Infrastructure Management/IT Service Manager
Detailed description: -

• Leadership & Communication: Ability to lead cross-functional teams during high-pressure situations. Communicate findings and resolutions to stakeholders and affected users
• Analytical Thinking: Quickly assess and prioritize incidents.
• Technical Knowledge: Understanding of IT infrastructure, applications, and monitoring tools.
• Time Management The role of the incident manager is to coordinate the response to an incident and ensure that it is resolved in a timely and effective manner.
• Root Cause Analysis (RCA). 5 Whys. Ensure the root cause is resolved or mitigated
• Stakeholder Management: Communicate effectively with internal and external stakeholders.
• Process Adherence: Familiarity with incident management frameworks like ITIL.
• Continual Improvement: Apply design thinking to improve stakeholder experience and incident
• Understand SLA/KPI? Trying to create or review SLA/KPI metrics for a project or team.
• Problem Management PR - Problem Management involves both reactive and proactive approaches
• Planning Forecasting.
• CMDB Configuration.

Hands-on experience on

• Major incident scenarios.
• Use ITSM tools and incident dashboards, communication platforms, and escalation matrices.
• Conduct post-incident reviews to identify improvement areas.

ITIL Foundation Certification \ Scrum Master would be an advantage.

B.E/B Tech

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