In addition to Incident and Problem Management responsibilities, the candidate must have the ability to perform well under pressure. S/He will be extremely business/end-user focused, having worked in a Service Delivery role before, will have very strong written and oral communication skills and will be used to working in business-critical environments. The ability to coordinate resources from disparate teams without direct management responsibility is critical.

The candidate should also possess an understanding of high-availability based environments to help lead successful triage and incident resolution and problem.

Key Responsibilities:

• To manage customer incidents 24X7 and ensure minimal disruption to the service
• Speedy Restoration for all incidents
• Setting up of Technical & Management Bridge
• Verification of completeness & correctness of the information being sent to the customer
• To act as a center focal point for all departments during Severity 1 incident and coordinate between them to get the speedy results
• Assemble the Technical Recovery team once severity 1 outage is declared
• Ensure an Action plan / Back Up Plan is created for the restoration within SLA
• Ensure timely communication / information flow towards internal & external stakeholders
• Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA
• To circulate the important reports related to Severity 1 performance as per the instructions
  

Desired Skills:

• Strong analytical, organizational, and problem-solving skills.
• Strong customer communication skills with the ability to communicate technical issues to non-technical customers.
• Ability to organize resources across different teams to drive resolution of system critical issues.
• Ability to apply technical analysis of application issues to solve customer reported problems.
• Ability to work well within a team to learn and share knowledge.
• Experience with web technologies (JavaScript, HTML/XML, Cookies, FTP/SFTP).
• Familiarity with ITIL Version 3, Foundations certificate a plus but not required.
• Experience working in a customer-centric environment
• Bachelor's degree in Computer Science or equivalent experience from a Canadian University