Incident Manager

Job Description

Req ID:199803 We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 38 900 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.In this technical incident management function, manage incidents to resolution in a 24/5/365 , Over the weekend on-call environment using the standard Alstom incident management processes, effectively guide incident triage calls from a technical perspective, outline details of resolution activities, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities and support various efforts related to operational improvements. Manage efforts to maintain application in production, including troubleshooting stoppages, repairing bugs, documenting application performance, and coordinating with technology infrastructure management.RESPONSIBILITIES:

• Manage production incidents to resolution in a 24/7/365, over the weekend on-call environment using the standard Alstom incident management processes and inform management at all levels of status, impact and resolution actions.
• Effectively lead and guide Incident triage calls from a technical perspective analyzing different components of the infrastructure and application environments using event monitoring solutions like APM.
• Influence other technical teams on the calls and articulate troubleshooting steps effectively.
• Lead required technical follow-up calls for high profile incidents.
• Ensure appropriate functional and management escalation takes place as per the standards and procedures.
• Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommandations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
• Ability to analyze different components of the infrastructure and application environments during Incident triage calls.
• Aptitude to influence other technical teams on the incident calls and articulate troubleshooting steps effectively.
• Experience and confidence working with all levels of management; excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels.
• Hands on experience with ServiceNow, , or other ticketing tools is required.
• Hands on experience on application and infrastructure monitoring tools is required.
• Having worked in a Network Operation Center / Command Center is desired.
• Hands on working knowledge on other ITSM Processes - Problem and Change is required.

Qualifications & Skills:EDUCATION Bachelors Degree or equivalent requiredMINIMUM EXPERIENCE 10+ years of related experienceBEHAVIORAL COMPETENCIES:

• Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently.

• Strong in code of Business conduct and ethics, Professional, Punctual and sticking to time lines for work assigned or picked up

TECHNICAL COMPETENCIES & EXPERIENCE

• 7+ years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, web logic, LDAP, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least five of the above is preferred.
• 3+ years of working experience with applications in a production support environment using above technologies,
• Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools.
• ITIL certification is desired.

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.Job Type: ExperiencedJob Segment: Database, Oracle, Manager, Unix, SQL, Technology, Management ,

Keyskills :
incident managementproblem managementchange managementitilslahigh stress environmentsubject matter expertiseweb logicemail systemscommand centerwintel servers