Operations Engineer

Overview

Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreements, serving as a Major Incident Manager for the enterprise MIM team.

What you'll do

• Triage with all appropriate support teams to expedite troubleshooting on technical and business bridges for Major Incidents.
• Ensure relevant and required technical support teams and application owners are engaged.
• Drive higher-level escalations with operational support groups and escalate to Production Support Manager to assess business impact.
• Provide senior management communication and incident status updates per process to P1 stakeholders, including summaries of Critical and High Priority Major Incidents.
• Determine priority based on extracted information and impacts.
• Review recent infrastructure changes that might be related to the CIs linked to the incident.
• Keep close watch on critical alerts during the shift to ensure GCC / NCC level 1 support addresses alerts in a timely manner to avoid potential outages.
• Review and approve emergency changes in accordance with the change management process.
• Provide status of the situation whenever a senior request arises, explaining at technical and business level.
• Capture incident chronology and provide incident summary reports to GCC Management and Problem Management for Root Cause Analysis.
• Handle Executive Management calls.
• Prepare and perform GCC Major Incident Manager daily turnover to hand over all shift-managed incidents to the incoming shift.
• Prepare and communicate Major Incident reports (Daily/Weekly/Monthly) to Senior Management.
• Review emergency changes and validate business impact prior to approving change.

What you'll need

• Critical Incident Management skills.
• MIM and ITSM skills.
• ITIL certification.
• Minimum 3 years of experience.
• Minimum 5 years of experience in Critical Incident Management.
• 15 years of full-time education.

Nice to have

• Good in communication and writing emails.

Details

• Location: Pune/Bangalore.
• This position is based at the Kolkata office.
• Shift: 24*7, including night shift and weekends.