Hybrid Incident Manager en Tata Teleservices (Maharashtra) Limited

Professional  Experience :

1.            10+  years of expertise in managing 24X7  IT services, operations

2.            minimum  5+ years Hans on  experience in incident Management of  Cloud & SaaS Managed  services   

3.            Proven experience in handling  Major Incident  Response and Resolution  management, Cross functional   co-ordination, Communication and stakeholder expectation management 

4.            Proven experience in ITSM  Tool  Monitoring and Management for Incident, Problem and SLA management 

5.            Technical analysis : ability  to analyze  Logs, error messages and Tech report and ability to identify  RCA and Remediation

6.            Drive Team towards key  Support  KPIs/SLA Compliance 

Key certifications 

1.ITIL  Certified 

2. Fundamental Technical certification in Cloud and SaaS Technologies 

Key KPI  Demonstrations

1.            MTTR  Reduction

2.            Recurring  incident elimination 

3.            Incident  SLA management 

4.            CSAT  ( Stakeholder expectation Management)

5.            Process improvement ( Incident, Problem and  SLA management )

6.            Knowledge management   

Soft skills :

1.Excellent written and verbal  communication skills 

2.Ability to cope with Business Ops  pressure and handle cross functional  team towards Resolution 

3.Major incidents can happen at any time . Ability  to cope with Time pressure and be ready  to be available  round the clock  to handle Major Incidents 

4.Ability to monitor incident management processes, Tools and Document and recommend   continuous Improvement .

Company