- Key Responsibilities
- Own end to end incident management Lead detection triage impact assessment prioritization and resolution of production incidents within agreed SLAs and OLAs
- Coordinate major incident handling Act as the primary point of contact during high severity incidents driving technical bridges war rooms and ensuring timely stakeholder communication
- ITIL ITSM process execution Apply ITIL aligned practices for incident problem and change management ensuring adherence to organizational standards and governance
- Root cause analysis Perform thorough post incident reviews document root causes and define corrective and preventive actions to avoid recurrence
- Service stability and continuous improvement Identify recurring issues and operational gaps propose process and tooling improvements and contribute to reliability and performance enhancements
- Collaboration with engineering and operations Work closely with development infrastructure and QA teams to understand system behavior dependencies and release impacts on production
- Monitoring and alert optimization Review alerts refine thresholds and help optimize monitoring dashboards to reduce noise and improve early detection of issues
- Knowledge management Create and maintain runbooks standard operating procedures and knowledge base articles to improve first time right resolutions and reduce MTTR
- Risk and change assessment Participate in change advisory processes assess production risks and ensure appropriate validations and rollback plans are in place
- Mentoring and guidance Support junior team members in incident handling best practices communication and adherence to ITSM processes
- Minimum Qualifications
- Education Bachelor s degree in Engineering preferably B
- Tech or equivalent in Computer Science Information Technology or related field
- Experience 8 15 years of hands on experience in production support and incident management in enterprise or large scale environments
- Good to have skills
- ServiceNow BMC Remedy Problem Management Change Management Monitoring and Alerting Tools
- Project Management fundamentals
- Project Lifecycles on development maintenance projects estimation methodologies quality processes
- Knowledge of one or more programming languages knowledge of architecture frameworks and design principles ability to comprehend manage technology performance engineering
- Domain Basic domain knowledge in order to understand the business requirements functionality
- Ability to perform project planning and scheduling manage tasks and coordinate project resources to meet objectives and timelines
- Ability to work with business and technology subject matter experts to assess requirements define scope create estimates and produce project charters
- Good understanding of SDLC and agile methodologies is a pre requisite
- Awareness of latest technologies and trends
- Logical thinking and problem solving skills along with an ability to collaborate
Technology->Infrastructure Security->Security Incident and Event Management (SIEM),Technology->Maintenance and Production Support process->Finacle Product Support process
