offshoreleasedstaffIncident Management Engineer

offshoreleasedstaffJob Description

The Incident Manager is responsible for driving and managing the efficient resolution of daily IT-related incidents. This position will include shift work that includes working with the IT Service Desk, Network Operations, Application Administrators, Change Management, Problem Management & Resolution (PMR), and Infrastructure Support. You will be a part of the Incident Response Team that will handle all application/infrastructure issues that occur during a shift resulting in lost productivity to the Business.

offshoreleasedstaffTools for the Job

  • Incident Management (75%)
  • ITIL Practices (25%)


  • Experience with Incident Management, Problem Management, SLA Management, RCA Change Management
  • Experience with ITSM tools like ServiceNow
  • Experience of working within a Service Management environment
  • Ability to communicate across different business units
  • Documentation Skills
  • Understanding of ITIL framework (Especially; Problem, Change Management, RCA and RFC process and procedures)
  • Should be well versed in communication (English, Written and Oral) and be able to co-ordinate efficiently with onsite sub-ordinates and direct in-line managers
  • Provide excellent customer service to IT customers and application owners and users

offshoreleasedstaffJob Responsibility (Day to Day)

  • Monitor ticket queues for new tickets and client communications
  • Monitor tickets for SLAs and escalate if in risk of missing the SLA
  • Evaluate and classify incident for priority, risk, and scope
  • Communicate with Clients by delivering status updates with accurate and timely information
  • Participate in Major Incident Management through interaction with clients and engineers, driving resolution
  • Analysis and reporting of incident trend data to identify and eliminate root causes
  • Develop, document, and deploy best in class Incident management process and procedures
  • Send regular maintenance communications to external customers to ensure visibility and expectations are correctly set regarding upcoming scheduled maintenance windows
  • Ensure that any required documentation, process, or procedure is updated based on the Major Incident resolution
  • Perform audits of incidents to ensure compliance with policy
  • Reduce meant time to resolution for all incident types
  • Assist in creating Knowledge Base articles of operational tasks to streamline support and empower first level support to resolve issues on a first call basis
  • Hands on experience required on Service-Now, Remedy etc. tools. (ITIL framework preferred)
  • Participate in 24/7 on-call support for the collaboration technology environment (P1, Major Incident Management).Incident Management Engineer)