Description

The desired candidate should be able follow up on all client issues to identify any incidents and follow up
with the respective resolution groups and have the issues investigated and fixed immediately. Candidate
should be well versed with the RCA (Root Cause Analysis) process and should be comfortable reaching
out to different departments to gather required information. Managing and driving Critical and high
Impact Incidents to closure within SLA targets by following the appropriate Incident handling procedures.
Host the daily review calls to discuss on operational issues and status from various IT groups and provide
hourly and daily updates for management review. ITIL V4 certification is mandatory

Roles & Responsibilities

Own/Drive and conclude all production incidents.

Drive all S1 and S2 incident bridges.

Resolution of Sev-1 within SLA.

Prepare review and...