Job Description
Full details about the role and requirements
Yukerja Summary
The Incident Manager | Offshore role at Photon is curated from Himalayas (category Teknologi & IT). This role is marked as remote — check timezone and location requirements on the official listing. Yukerja.com is not the employer — applications are handled on the official source site.
Incident Manager - Job Description
- Perform L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
- Monitoring alerts or incidents and acknowledgement per defined SLA.
- Perform health check activities and monitor performances of infrastructure components & applications.
- Engage third parties (as required) to support resolution for Supplier Services
- Initiate the technical bridge upon Major Incident declaration.
- Engage Incident commander/ supervisor/on call manager.
- Engage other technical teams to support resolution for supplier services.
- Confirmation with end users for issue resolution and update all stakeholders on technical bridge.
- Keep the incident updated as per discovery or end user information on real time basis.
- Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
- Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
- For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
- Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
- Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.
- Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.
- Perform proactive problem management.
- Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
- Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.
Must Have
- Experience in Jira, Monitoring & ServiceNow tools
- MS Office Tools
- Ability to create monitoring dashboard
- Ability to drive MI calls
- Strong Problem-Solving skills
Good to Have
- Any Scripting/programming language
- ITIL certification
- SQL basics
Originally posted on Himalayas