Incident Manager

Position Description:-

Role:          Incident Manager

Location: Noida Sec-63 --- (100% Remote)

Client:     R4 Solutions Inc.

Shift Timings: Initially it is Night Shift (EST Time) for at least 2 or 3 Months till all KT is done, once KT is done its going to be rotational shift, we work in 24/7 environment.

Position Description:-

Drives process execution quality with KPI as measurements, ensures clear transparency and monitors and reports results.

Works cross functionally to define and develop metrics, data collection, modeling, and reporting prototypes to establish trends and patterns on infrastructure events within datacenter.

Coordinates efforts among the infrastructure and client teams to judge possible business impact and trigger necessary escalation.

Works to remove roadblocks that prevent Ops from working most effectively.

Communicates technical information to wider audiences with periodic updates.

Partners with change management team to ensure modifications and improvements made to the environment are executed in a safe, validated, and fully understood manner.

Participates within postmortem investigations and provides review and resolution suggestions for both internal and external customer consumption.

Monitors, analyzes, and recommends solutions to performance problems with enterprise business applications.

Requirements:

Experience -

10+ years of experience in an enterprise technology environment required

3+ years of experience working in the Health Care

3+ years of experience in Incident Management or Command Center role required

Management experience preferred

Experience in IT Infrastructure Operations or Infrastructure Engineering

Experience Incident Management / ITSM tool required

LEAN / Six Sigma process management experience preferred

Skills & Abilities -

Leadership skills to provide high level direction and course correction for team members.

Ability to communicate complex concepts effectively and confidently (verbal and written) with team members and all levels of technical and non-technical stakeholders

Outstanding interpersonal skills

Highly motivated and self-directed

Excellent problem solving, analytical, critical thinking, and communication skills

Attention to detail and follow-through

Commitment to continuous improvement

Ability to think analytically and independently

Ability to adapt to rapidly changing requirements with a flexible and creative approach to troubleshooting and problem solving

Ability to work under high pressure situations and remain calm

Ability to work in a rapidly changing environment, is comfortable with ambiguity

Experience in working with ServiceNow

Proficient with MS Office Suite (Outlook, Word, PowerPoint, and Excel)