Incident Manager onsite in San Diego, CA

Responsibilities

• Manage incident management bridge calls with support teams, on-call support application teams and management. Manage, escalate, status, and assist, coordinating repair efforts for all major incidents (P1 – P4).
• Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
• Track and document incident updates in real time
• Since Major incidents are highly escalated cases, handling with presence of mind and innovation.
• Support the development and execution of change management plans to drive adoption and utilization of new processes, systems, and technologies.
• Reviewing changes, their priority, their urgency and performing risk analysis.
• Creating problem tickets and respective action items, reviewing root cause analysis and its closers.
• Performing PIR and Postmortem reports.
• Leading Site reliability/Disaster Recovery/Game Day/Switchover/Failover activities.
• Experience in handling multiple monitoring tools like Service now, Pager duty, Slack, Zoom, JIRA, etc.
• Perform quality audits and data analytics on incident tickets to ensure quality and uncover new trends.
• Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
• Provides documentation for Known Error Data Base (KEDB) or similar depository
• Develop process and procedures that ensure Incident Management related action items are tracked and completed
• Ensuring the Process adherence, meeting the Quality norms
• Provide Management reporting on Incident Metrics and Incident Management performance

Qualifications/Skills required.

• Degree in computer science, Information Technology, or related field.
• 7-10 years of experience in incident management or related field.
• Knowledge of Cloud services is must. ( AWS/Azure/GCP)
• Advanced proficiency in site reliability culture and principles and can demonstrate how to implement site reliability across platform teams while avoiding common pitfalls.
• Should be able to plan and conduct site reliability testing
• Should have experience in AMS - Application Management Services.
• Knowledge of incident management/change management/problem management processes and procedures.
• Experience with and knowledge of change management principles, methodologies and tools
• Excellent problem-solving and analytical skills.
• Excellent verbal & written communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to manage multiple tasks simultaneously.
• Note : This is NOT an Infrastructure support role, This is Semi technical role to support an environment which is 100% hosted over cloud and to drive Applications related issues.