Incident Management and Batch Monitoring Specialist

Key Responsibilities:

1. Incident Management:
   • Lead the incident management process, ensuring swift and effective resolution of incidents to minimize downtime and business disruption.
   • Coordinate with various teams to investigate and resolve incidents, acting as the primary point of contact for major incidents and batch issues.
   • Ensure that all key points and decisions around incident resolutions are documented accurately.
2. Batch Monitoring:
   • Conduct Business As Usual (BAU) and batch monitoring activities based on Standard Operating Procedures (SOPs).
   • Perform on-desk support for regular batch monitoring activities, including during weekends and holidays.
3. Continuous Improvement:
   • Drive continuous improvements in the incident management and batch support processes.
   • Implement best practices to enhance the efficiency and effectiveness of incident and batch monitoring activities.
4. Stakeholder Communication:
   • Ensure clear and timely communication to internal and external stakeholders regarding incident status and resolutions.
   • Prepare and share reports for incidents and other key metrics with relevant stakeholders.
5. Technical Support:
   • Utilize service management tools such as ServiceNow (SNOW) and Jira, along with alerting and monitoring tools like PagerDuty and New Relic, to support day-to-day monitoring and incident management activities.
   • Follow SOPs to provide technical support for monitoring and BAU activities.
6. Shift Work:
   • Participate in 24/7 rotational shifts, including weekend and holiday support, with client calls during morning and evening IST hours.

Mandatory Skills:

1. Incident Management & Batch Monitoring: Proven experience in incident management, support, and batch monitoring with a strong understanding of ITIL processes and best practices.
2. ITIL Expertise: Deep understanding of IT Service Management (ITSM) and Incident Management processes.
3. Communication & Leadership: Excellent verbal and written communication skills, along with strong leadership and decision-making capabilities.

Good to Have Skills:

1. Agile Experience: Experience working in agile environments.
2. Azure DevOps: Basic knowledge of Azure DevOps.