Country/Region:
IN
Requisition ID:
26437
Work Model:
Position Type:
Salary Range:
Location:
INDIA - BENGALURU - BIRLASOFT OFFICE
Title: Specialist-Cloud & Infra Operations
Description:
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.