Incident Manager
2 weeks ago
Key responsibilities
Perform ticket analysis, service interruption analysis, follow-up with relevant teams for resolution.
Ensure that all required ticket information is available for further analysis (for example, screenshot of error, issue description and steps, logs and customer ID).
Effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
Follow standard operating procedure and update checklists for quality assurance and progress tracking.
Ensure seamless handover between shifts.
Monitor and publish the SLA achievement by keeping track of all KPIs.
Ensure crystal clear communication and documentation as point of contact.
Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.
Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on.
Manage the lifecycle Problems to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.
Coordinate the resolution of complex infrastructure problems with multiple teams
**Requirements**:
- Technical/infra experience (3-5 years)
- Production outage-management experience (3-5 years)
- Excellent communication skills
- Multitasking abilities
- Ability to Work under pressure
- ITIL / ITSM knowledge and experience
- Incident and problem management experience
- Proven ability to lead problems to resolution
**Salary**: $40.00-$50.00 per hour
Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (required)
**Education**:
- Bachelor's Degree (preferred)
Work Location: In person
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