Senior Engineer - Cloud & Infra Management

Senior Engineer - Cloud & Infra Management

Primary Skill or Must have Skills Major Incident Management

Secondary Skill or Good to have skills Event Monitoring Problem Management Change Control

Job Description

Responsible for planning and coordinating all the activities required to perform monitor and report on the process

Responsible for communicating with the Operations Duty Manager Resolver groups and management contacts

Responsible for the effective implementation of the process Incident Management and carries out the respective reporting procedure

Represent the first stage of escalation for Incidents

Monitor the incidents to ensure that the Service Level Agreement are respected

Identify initiate schedule and conduct incident reviews

Participate and drive high severity Incidents and run bridge calls

Creating and assigning the incidents to resolver groups for monitored CI failures teams reported issues for Critical Infra only

Expertise as a IM Manager for end to end management activities for all major P1P2 incidents

Basic IT infrastructure awareness is required

Liaise both internal and external clientside teams to resolve major outages

Prioritize incidents based on impact and urgency and drive them towards completion as per agreed SLA

Rapid awareness and escalation of P1P2 incidents to the internal management to make them aware of significant impact to their respective applications

Cross trained in problem management would be added advantage

Key Skills to search ITIL certified Strong communication skills Good technical grounding and problem solving skills Basic knowledge of networking and IT Infrastructure