Specialist-Cloud & Infra Operations

Area(s) of responsibility

• Managing the Incident Management Process.
• Strong communication skills demonstrated by facilitating high severity incidents technical bridge call.
• Responding to a reported service incident, identifying the team members required to attend the troubleshooting call and follow the Incident management process.
• Act as a primary point of contact for incident escalations, coordinating and directing resources to address critical incidents promptly.
• Ability to lead Crisis and Conflict management.
• Maintain SLA during the management of the incident.
• Capturing the lesson learned to help improve the incident response process.
• To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline.
• Performing audits on ticket quality and handling escalated cases.
• Provide information about incident analysis. Measure, monitor and work to drive down incident levels.