Role: IT Operations Incident Officer

Experience: 1-5 Years

Location: Pune

Work Model: 5 days (WFO)

Mandatory Domain- Banking/Payment/cards domain

Skills: Major Incident Management, Incident reporting, ITIL process, Problem Management, Change Management,

 

Responsibilities:

Ensure the management and communication throughout the lifecycle of incidents in order to guarantee their proper handling.

Ensure the supervision of the incident management process and the team members involved in incident resolution.

Ensure the response to a reported service incident, identify its cause, and initiate the resolution process.

Collaborate with technical teams to ensure that all protocols are followed diligently.

Ensure the establishment and management of the crisis team for major incidents in order to guarantee their prioritization.

Ensure the management of the incident team members by reallocating workloads and rescheduling non-urgent tasks.

Ensure the adaptation of the incident management process as needed to ensure its effectiveness.

Ensure reporting related to incident management in order to keep users and management informed.

Ensure the facilitation of incident and problem follow-up committees.

Ensure the communication of Post-Mortem reports related to major incidents in collaboration with the teams.

Ensure the follow-up of reporting related to incident management.

Ensure the documentation of incidents in order to develop a knowledge base.

Ensure the recording of all incidents and their resolution to identify recurring issues.

 Ensure the production of documents describing incident protocols and recurring resolution procedures.