The Incident Leader facilitates coordinated response to drive accelerated service restoration and minimize the impact of major incidents that disrupt systems, services, operations, and impact clients. The position requires strong collaboration, decision-making, leadership and communication skills under stressful situations.

Job Description

• Incident Management:

• -Provide facilitation and leadership during critical incidents, ensuring a calm, organized, focused, urgent, unified, effective response to drive accelerated service restoration and minimize impact.

• -Facilitate and drive the Incident response. Upon incident identification, facilitates and collaborates with stakeholders to define the issue and assess the scope, risk, impact, and urgency.

• -Activate the incident response plan: Initiate the established incident management procedures, mobilize the response/support teams, and escalate if needed. Engage the right teams urgently to minimize the impact.

• -Facilitate response activities: Collaborate with stakeholders on response activities, ensuring everyone focuses on mitigating the incident effectively.

• -Facilitate collaboration: Ensure seamless communication, collaboration, and coordination between diverse remote teams involved in the response (support teams, dev teams, infra, delivery, operations, product, subject matter experts, etc.).

• -Work with technical specialists: Collaborate effectively with technical experts and support teams to understand the technical aspects of the incident and facilitate resolution.

• -Facilitate Incident investigation, triage & diagnosis, causes, containment, potential solutions & remediation planning.

• -Facilitate Incident fix, validate service restoration, reassess Impact, recovery & monitoring.

• -Facilitate prioritization: Prioritize actions based on the criticality of systems.

• -Hosting the Calls, Calling stakeholders to engage, Call management, and Call scheduling.

• -Track progress and adapt: Monitor incident response progress, identify bottlenecks, and adjust strategies as needed. Implement escalation processes.

• -Declare resolution: Announce the restoration of services and closure of the incident, ensuring proper documentation and follow-up.

• -Communicate effectively: Establish and maintain clear communication channels with key stakeholders. Provide clear, concise, and timely updates to stakeholders about the incident status, mitigation efforts, key activities, actions, resolutions, impacts, and expected service restoration time.

• -Stakeholder management: communication and stakeholder management by managing expectations, keeping everyone informed, and addressing concerns promptly.

• -Document, communicate, and accurately track Incident progress, key activities, actions taken, timelines, summary, metrics, and reporting across various tools and systems viz Service Now, Whiteboards, and Emails.

• • Maintain stakeholder trust: Build and maintain trust with affected parties by demonstrating transparency and responsiveness.

• Ready to work in Shifts and shift rotations(Our Team provides 24x7 global support)

• Minimum of 3 years of experience in IT incident management.

• Preferred experience with IT incident management frameworks and methodologies (ITIL et. al).

• Good knowledge of IT systems, support models and SDLC processes

• Bachelor's degree in information technology, engineering, or a related field.

• Strong communication (verbal and written), collaboration, and problem-solving skills.

• Excellent Listening and synthesis skills. Excellent multitasking skills.

• Excellent analytical and critical thinking abilities.

• Excellent managerial skills and ability to collaborate with team members.

• Ability to Work with cross-functional teams, globally, and across cultural boundaries.

• Ability to facilitate conversations with large groups of remote people.

• Strong work ethic and the ability to thrive in fast-paced, high-pressure environments.