SGUnitedjobs Technical Lead - Incident Manager

Mindtree Limited

Job Description

Role Description:
• Act as Facilitator during Major Incidents, Crises, and other broadly impacting events

• Engage and manage workload and priorities of key stakeholders and participants in Major Incident activity to quickly assess business impact from service or application owners and quickly identify mitigation plans

• Interact directly with key stakeholders to proactively communicate status on active Major Incidents or Crises

• Facilitate industry-standard Root Cause Analysis (RCA) exercises across all Major Incident and Crises’ stakeholders/participants for beginning the Problem Management cycle

• Experience on Major Incident Management / Bridge Handling and driving till closure

• Coordination and management of Major Incident Management process activities

• Escalation of risks and issues to the Major Incident Management Process Owner

• Supporting Major Incident Management reporting (KPIs and customer SLAs)

• Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization

• Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account

• Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects

• Drives implementation of standard execution of the Major Incident Management process

• Develop and deliver Post-Mortem reports for distribution to executive audience(s)

• Agrees issue definition, action plan and success criteria with customer (during emergency mode)

• Record and classify received Incidents and undertake an immediate effort in order to restore a failed DC Service as quickly as possible

• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

• Verify resolution with users and resolve Incidents ticketing tools

• Owns all Incidents and Service Requests throughout the lifecycle

• Document troubleshooting steps and service restoration details

• Create and submit knowledge articles

• Liaison between Data center and requestor

• Ready to work on 24 x 7 support model including weekends (no constraints, no reservations).

• Demonstrate ownership of incident tracking, triage, mitigation, and resolution for all severities (Sev 0 – 4)

• Responsible for achieving agreed SLA / OLA targets

• Demonstrate strategic thinking, quantitative and analytical skills and collaboration

• Ability to work under stress and handle crisis situations

SKILLS Must have skills:

• Practical experience with incident/outage and crisis management

• Experience in sending leadership communications on Incidents

• Demonstrated strategic and tactical thinking, quantitative and analytical skills, while under pressure

• Excellent problem resolution, judgment, negotiation and decision-making skills

• Strong Understanding and knowledge of physical datacenters and their related infrastructure or resources such as power, rack space, CE Infrastructures (e.g. UPS, Generators, AHU) etc.
• Excellent analytical and troubleshooting skills

• 5 + years of IT experience.

• Ready to work on Weekends and public holidays too (Saturday and Sunday) (Alternate week offs will be given)

• Strong fault analysis/determination and problem-solving skills

• Experience with ITIL compliant incident management

• Scripting experience ( SQL / Powershell )

Complementary skills:

• Working experience with Windows Server Administration

• Working experience in high availability environment

• Adherence to process (ITIL) and Incident management and SLA, Responsible for Incident management (Proactive & Reactive), execution of Changes, Problem & Performance mgmt.

• Understanding of logical IT principles such as Active Directory, Windows Server, IIS, SQL, Web services, and their applications in robust high availability environments

• Working Knowledge of Programming Concepts and basic scripting abilities, Powershell

• ITIL, CCNA, MCSE and/or other Microsoft certifications

• Attended trainings/has understanding of cloud computing.

3-6 years of relevant experience in large scale enterprise datacenter management and services

• 2+ years of troubleshooting experience

• 2+ years of experience with international clients, preferably North America

Job Summary

  • Singapore
  • 5 - 8 years
  • Major Incidents, Crises management, Incident Management
  • IT
  • Technical Support Engineer
  • IT/Computers - Software
  • Ready to work on 24 x 7 support model including weekends (no constraints, no reservations).Demonstrate ownership of incident tracking, triage, mitigation, and resolution for all severities (Sev 0 â€" 4)
  • 13th Jan 2021

About Company

About Mindtree

Mindtree [NSE: MINDTREE] is a billion dollar global technology enterprise, focused on delivering excellence in complex digital environment, with relentless dedication in IT consulting and services. "Born Digital" in 1999, Mindtree has been working with Fortune2000 companies to help them achieve business agility, competitive edge, and growth. With AI-first consulting approach, we have conceptualized our "Digital Next" offerings that enables our customers to experience transformation, leverage connected operations and reimagine IT infrastructure with core modernization. Mindtree, with its 20 years of legacy in driving the spirit of entrepreneurship, collaboration and dedication through "Mindtree Minds," is regarded among the best places to work


Abdul Shamsheer Mohammad Associate Director Mindtree Limited

Skills I hire for: IT Technologies

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