What You Will Be Doing
As part of the Global Command Center, you will play a key role in the performance and stability of our product infrastructure and platforms across all data center and business locations. This team is committed to delivering the highest system uptime and operations transparency. You will be performing critical duties and have essential functions within our incident, event, change, and problem management processes and you must be able to demonstrate that you can stay composed, focused, and effective under pressure.
Roles & Responsibilities:
- Monitoring Server infrastructure, bandwidth utilization and website up-time through various monitoring applications and action alerts appropriately following the agreed OLA.
- Manage & drive restoration efforts for all IT incidents by guiding technical teams to execute timely resolutions. To use necessary escalation channels whenever appropriate to achieve resolution of incidents within the agreed service level agreement.
- Coordinate and manage communication bridges with intelligence and authority. Maintains bridge commander presence throughout the event.
- Provide timely, succinct and clear written and verbal communication to all stakeholders during internal crisis events and during shift transitions.
- Manage ticket lifecycle of all major incidents ensuring adherence to pre-defined incident & problem management process flow.
- Schedule and drive postmortem meetings, facilitating communication between technical and business stakeholders regarding lessons learned and root cause analysis, as well as identifying and documenting future action items.
- Track, report and manage all follow-up actions for timely closure including procedure, process, training, technology, and people actions associated with improving services.
- Review all scheduled changes and ensure the activities designed to implement the change are as per the standards containing scheduled start/end time, affected components, impact to users/customers, roll back time & procedure.
- Identifying potential Problems based upon a set of qualifying criteria and proposing new Problems for review.
- Additional Job Description
Skills:
- Willingness to work in rotational shifts including night shift and weekends. We operate 24x7.
- Team player showing genuine commitment, readily available to support fellow team members and mentor them when needed. Should liaison with different functional groups and business units seamlessly.
- Strong communication (English) skills are particularly important for this role and able to translate messages and information to people at all levels. Must be able to write concise, internal-customer, documents that anticipate and answer executive level questions after an outage or internal crisis event.
- Experience in IT Service Management especially Incident, Change and Problem Management processes and procedures. Exposure to monitor network, server and other infrastructure services is preferred. Hands on experience with Service Now, MS Tools, Grafana, Jira is highly desirable.
- Excellent working knowledge of best practices such as ITIL or other equivalent programs (COBIT, PRINCE) in IT Service Management.
- Possess methodological mind. Incident Managers need to use systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefits.
- A problem solver - an Incident Manager must have a high level of curiosity and be adept at finding solutions to problems by trialing different ways to find a resolution.
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
