Associate - Incident Manager

Bengaluru, India / FULL-TIME

Job description

The Major Incident Manager is integral to the Optum Technology Command Centers success. Youll focus on monitoring services, managing high priority issues with engaging enterprise and vendor technology teams to drive to resolution/workaround. This role will drive a variety of tasks and outcomes depending on the situation.

Responsibilities

• Monitor/Respond to events that lead to a high priority Incident.
  Analyze service/business impacts, document and leverage technology to issue all communications and provide stakeholder management.
  Manage Bridge calls and facilitate technical troubleshooting efforts with engaging additional technical support as needed, including vendor support to drive to resolution as quickly as possible.
  Forming action plans with roles and deadlines and ensuring these are completed.
  Being accountable for resolving the outage via workaround or permanent fix.
  Supporting and nurturing process improvements.
  Continually maintaining and developing tools and resources to manage major incidents effectively.
  Providing periodic major incident metrics reports, as needed.
  Comfortable in 24/7 Environment and rotational shifts.

Skills

• 1 - 2 years of Major Incident Management / Critical Incident Management experience.
  Strong communication skills (written and verbal).
  Ability to comprehend Technology related discussion on a restoration bridge.
  Experience with ServiceNow/ITSM tools and relation to processes (Incident, Change, Problem, CMDB, etc.).
  Bachelors degree or equivalent work experience.
  ITIL Certified.

Nice to have

• Good understanding of Enterprise monitoring.
  Good understanding of Infrastructure, Cloud technologies or experience in Infrastructure/application support.
  

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