Lead, Incident Management

Job purpose

Is in charge of restoring normal service operation as quickly as possible in cloud-based platforms & integrated systems to minimize the impact to EcoStruxure community of SE.

Duties and responsibilities

• Point of contact for all major incidents in EcoStruxure community.

• Play the role of Major Incident Manager in case of major incidents by engaging technical teams until resolution, while also managing communication with business stakeholders.

• Provide guidance to the team and get them aligned to the Incident Management process.

• Monthly Incident reporting for all platforms supported in EcoStruxure.

• Major Incident reporting with uptime metrics to the respective stakeholders.

• Ensure higher levels of service availability via monitoring and expedition of incidents.

• Monitor the incidents to ensure that the Service Level Agreement are respected.

• Understand the architecture and evolution in IOT enabled platform and integrated systems supporting the business process.

• Follow up on RCA of Sev1s and recurring problems.

• Drive major & recurring issues to closure by engaging problem management team.

• Communicate effectively with users, collaborate with stakeholders and colleagues across locations.

• Escalate issues and other topics to the right team when needed.

• Document the knowledge base and share with team members.

• Promote Knowledge management & documentation n the organization.

• Learn new Tools/ Technologies as per business requirements.

• Strong adherence towards process orientation and promote best practices in the team.

Qualifications

Qualifications

• A minimum of 4-5 years experience in Incident Management for cloud support with a focus on IOT solutions.

• Good knowledge on Azure IoT services such as IoT Hub, IoT Edge, Device Provisioning Service, and Time Series Insights

• Strong understanding of Azure cloud platform, including networking, storage, and security.

• Familiar with MS office applications and has a good understanding of ITIL concepts.

• Strong client driven approach & service oriented.

• Familiar with - SLA compliance, First-call resolution, Knowledge-article contribution, Issues resolved per shift, Escalation rate, etc.

• Possess strong problem solving, analytical and time management skills.

• Versatile team member with good communication and collaboration skills.

• Excellent troubleshooting skills applying logic.

• Experience using ticketing portals like Jira and ServiceNow.

• Able to work with various systems, platforms, operating systems, languages, tools and technologies.

• Adaptability to changing work environment and technologies.

• Willing to enhance skills and knowledge as required.

Schedule: Full-time
Req: 0095FM