Incident Manager - IT Service Management

Incident Manager

Company Description

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.  BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.  BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.  BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.  We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com

Job Description

1) Manage end to end Incident Management Process aligning to the ITIL guidelines while adopting to the organizational requirements.
2) Co-ordinate with various teams within and outside the organization to investigate and resolve incidents.
3) Ensures service excellence is achieved through managing major incidents for the organization with effective use of agreed tools and defined deadlines.
4) Capture timelines, prepare, review and publish the Root Cause analysis for major incidents within agreed timelines.
5) Works in a 24/7 environment, hence adhering to shift plans of the team.
6) Manage Bridge calls efficiently, capturing key points and ensuring all stakeholders communication is managed effectively and in a timely manner.
7) Make sure all incidents are resolved/closed within the Agreed SLA with timely communication.
8) Must have experience working with service management tools like JIRA, SNOW, alerting etc.
9) Any other related tasks as required.

Qualifications

B.E./B.Tech/MCA /BSc (Computer Science)

Experience Level

Mid Level