Role Responsibilities:

• Direct and optimize the incident management process to ensure seamless operations.
• Respond promptly to service disruptions, identify root causes, and initiate resolution protocols, providing 24/7 on-call support when necessary. Assess and prioritize incidents based on their urgency and business impact.
• Prioritize incidents by urgency and business impact.
• Track and analyze all incidents to identify recurring problems, creating long-term solutions to address underlying issues.
• Enhance processes continually to improve response efficiency and minimize service interruptions.
• Provide clear updates and executive-level communications during major system incidents.
• Conduct in-depth reviews of incidents and create detailed Root Cause Analysis (RCA) reports for internal teams and external clients.
• Lead problem management efforts by uncovering root causes, coordinating resolutions, and preventing recurrence.
• Collaborate across departments to implement corrective actions and drive sustainable solutions.
• Contribute to improvement initiatives aimed at reducing incidents and enhancing overall service reliability.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Experience in IT service management or a similar field.
• In-depth knowledge of IT service management (ITSM) practices and standards.
• Hands-on experience with IT monitoring tools, including Grafana, Zabbix, and Datadog.
• Strong communication skills, capable of simplifying complex technical issues into clear updates tailored for different audiences.
• Exceptional problem-solving abilities, particularly in applying problem-analysis methods.
• Experience working with distributed systems that are both highly available and fault-tolerant.
• Proficiency in documentation, including drafting Standard Operating Procedures (SOPs) and incident reports.

Preferred Qualifications:

• Familiarity with problem management frameworks and methodologies.
• ITIL v3 or v4 certification is a plus.
• Technical proficiency in managing Linux/Unix systems and cloud-based platforms.
• Basic understanding of configuration management tools such as Ansible, Puppet, Chef, or SaltStack.
• Previous experience working within an agile development environment.
• Foundational knowledge of Continuous Integration and Continuous Deployment (CI/CD) concepts and tools.

Note:

Only shortlisted candidates will be contacted.