Incident Manager

Oakland, CA - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Role:- Incident Manager

Address :- Oakland CA (3 Days onsite) Hybrid

Responsibilities

Manage incident management bridge calls with support teams on-call support application teams and management. Manage escalate status and assist coordinating repair efforts for all major incidents (P1 P4).
Regular communication updates to the Customer End-Users and other Stakeholders during the entire Incident Management cycle
Track and document incident updates in real time
Since Major incidents are highly escalated cases handling with presence of mind and innovation.
Support the development and execution of change management plans to drive adoption and utilization of new processes systems and technologies.
Reviewing changes their priority their urgency and performing risk analysis.
Creating problem tickets and respective action items reviewing root cause analysis and its closers.
Performing PIR and Postmortem reports.
Leading Site reliability/Disaster Recovery/Game Day/Switchover/Failover activities.
Experience in handling multiple monitoring tools like Service now Pager duty Slack Zoom JIRA etc.
Perform quality audits and data analytics on incident tickets to ensure quality and uncover new trends.
Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
Provides documentation for Known Error Data Base (KEDB) or similar depository
Develop process and procedures that ensure Incident Management related action items are tracked and completed
Ensuring the Process adherence meeting the Quality norms
Provide Management reporting on Incident Metrics and Incident Management performance

Qualifications/Skills required.

Degree in computer science Information Technology or related field.
7-10 years of experience in incident management or related field.
Knowledge of Cloud services is must. ( AWS/Azure/GCP)
Advanced proficiency in site reliability culture and principles and can demonstrate how to implement site reliability across platform teams while avoiding common pitfalls.
Should be able to plan and conduct site reliability testing
Should have experience in AMS - Application Management Services.
Knowledge of incident management/change management/problem management processes and procedures.
Experience with and knowledge of change management principles methodologies and tools
Excellent problem-solving and analytical skills.
Excellent verbal & written communication and interpersonal skills.
Ability to work independently and as part of a team.
Ability to manage multiple tasks simultaneously.

Note : This is NOT an Infrastructure support role This is Semi technical role to support an environment which is 100% hosted over cloud and to drive Applications related issues.

Warm Regards

Ankita Katailiha

Senior Technical Recruiter

Role:- Incident Manager Address :- Oakland CA (3 Days onsite) Hybrid Responsibilities Manage incident management bridge calls with support teams on-call support application teams and management. Manage escalate status and assist coordinating repair efforts for all major incidents (P1 P4). Regul...