Job Title:  Senior Consultant | ITSM | Bengaluru | Engineering | Platform Development & Integration

Senior Consultant | Incident Management | Bengaluru

Required Skills

• Incident Management: Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts.
•  Recovery Process Management: Oversee the recovery process based on best practices and ITIL standards. Process Standardization: Ensure consistent application of the incident management process.

 Team Coordination

•  Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles.

Incident Assessment and Prioritization

• Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently.
• Reporting: Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged.
• Communication: Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates.
• Incident Response Procedures: Ensure well-documented incident response procedures are in place and followed.
• Service Improvement: Drive continuous service improvements of the process and ITSM incident module. Identify process improvement opportunities and lead efforts.
• Strong working experience in Application support & service management tools ServiceNow, JIRA Strong knowledge of issue resolution & escalation practices Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools Incident Management.
•  Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts.

Recovery Process Management

• Oversee the recovery process based on best practices and ITIL standards. Process Standardization.
• Ensure consistent application of the incident management process. Team Coordination.
• Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles.
• Incident Assessment and Prioritization: Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently.

Reporting

• Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged.
•  Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates.

Incident Response Procedures

• Ensure well-documented incident response procedures are in place and followed. Service Improvement. Drive continuous service improvements of the process and ITSM incident module.
• Identify process improvement opportunities and lead efforts. Strong working experience in Application support & service management tools.
•  ServiceNow, JIRA Strong knowledge of issue resolution & escalation practices Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools 

Education

Bachelors/Masters