IT Operations Incident Officer

Overview

Role - IT Operations Incident Officer

Experience - 1 to 3 years

NP - Immediate to 30 days

Location - Pune (5 days WFO)

Mandatory Skills - Incident Management, Reporting, Ticketing tools, Network Architecture, Network & Security, Unix, Cards & Payments.

Domain - Cards & Payments.

Budget - 5.50 LPA

Job Purpose -
Ensure the management and communication throughout the lifecycle of incidents in order to guarantee their proper handling.

• Ensure the supervision of the incident management process and the team members involved in incident resolution.
• Ensure the response to a reported service incident, identify its cause, and initiate the resolution process.
• Collaborate with technical teams to ensure that all protocols are followed diligently.

Ensure the establishment and management of the crisis team for major incidents in order to guarantee their prioritization.

• Ensure the management of the incident team members by reallocating workloads and rescheduling non-urgent tasks.
• Ensure the adaptation of the incident management process as needed to ensure its effectiveness.

Ensure reporting related to incident management in order to keep users and management informed.

• Ensure the facilitation of incident and problem follow-up committees.
• Ensure the communication of Post-Mortem reports related to major incidents in collaboration with the teams.
• Ensure the follow-up of reporting related to incident management.

Ensure the documentation of incidents in order to develop a knowledge base.

• Ensure the recording of all incidents and their resolution to identify recurring issues.
• Ensure the production of documents describing incident protocols and recurring resolution procedures.