- Lead end to end incident management for production environments ensuring timely detection triage and resolution of high priority incidents within agreed SLAs
- Coordinate war rooms and bridge calls driving technical teams to root cause and service restoration while maintaining structured communication and clear action plans
- Manage ITSM processes Incident Problem Change as applicable ensuring adherence to defined workflows policies and governance standards
- Utilize ServiceNow to log track prioritize and report incidents problems and changes ensuring data accuracy and completeness of records
- Perform impact and risk assessment for incidents and related changes escalating appropriately to stakeholders and leadership when required
- Drive root cause analysis RCA document post incident reviews and ensure implementation of corrective and preventive actions
- Monitor production health through dashboards alerts and reports proactively identifying trends and recurring issues to reduce incident volume
- Collaborate with development and infrastructure teams to ensure stable releases smooth deployments and effective handover to support teams
- Ensure compliance with ITIL best practices and organizational standards across all support and incident management activities
- Minimum Qualifications
- Education B
- Tech or equivalent degree in Computer Science Information Technology or a related engineering discipline
- Experience 5 8 years of hands on experience in production support and incident management within IT services or enterprise environments
- Strong expertise in ITSM frameworks with practical experience managing Incident and Problem processes
- Proven experience using ServiceNow or similar ITSM tools for incident problem and change management activities
- Solid background in production support including working with on call rotations SLAs and high severity incident handling
- Demonstrated ability to coordinate multiple teams during incidents and drive them towards timely resolution
- Excellent communication skills for clear concise updates to technical and non technical stakeholders during critical events
- Primary skills Process Maintenance and Production Support process PLM Production Support process Process Service Management ITIL Technology Infra ToolAdministration ITSM BMC Remedy ITSM Technology Infrastructure Security IT Service Management
- Knowledge of more than one technology
- Basics of Architecture and Design fundamentals
- Knowledge of Testing tools
- Knowledge of agile methodologies
- Understanding of Project life cycle activities on development and maintenance projects
- Understanding of one or more Estimation methodologies Knowledge of Quality processes
- Basics of business domain to understand the business requirements
- Analytical abilities Strong Technical Skills Good communication skills
- Good understanding of the technology and domain
- Ability to demonstrate a sound understanding of software quality assurance principles SOLID design principles and modelling methods
- Awareness of latest technologies and trends
- Excellent problem solving analytical and debugging skills
Technology->Infra_ToolAdministration-ITSM->BMC Remedy ITSM->ITSM,Technology->Infrastructure Security->IT Service Management->Servicenow,Foundational->Maintenance and Production Support process->PLM Production Support process,Foundational->Service Management->ITIL
