01Key Responsibilities
- Make sure all the infrastructure devices are configured in the Monitoring tool.
- Lead and Manage NOC, Infra monitoring team
- Identify the gaps in the ITSM process and drive to fulfil the same
- Drive the end-to-end Event, Incident & Problem management process
- Ensure all the events, incidents are correctly logged, categorized, prioritized and assigned.
- Enforce resolver groups to follow the ITSM process, SLA s and OLAs
- Evaluate the business impact and effectively communicate the same to leadership team and required stakeholders
- Lead P1, Major Incident Management (MIM) , bridge calls and provide progressive updates
- Coordinate with all the Infra technical teams (Compute-OS, Network, Storage & Back Up, Cloud, Security, Physical Infra, DC ) to diagnose and resolve issues.
- Follow and Escalate incidents appropriately and ensure proper communication with stakeholders.
- Maintain accurate and detailed incident records for audit and analysis.
- Serve as the primary point of contact all ITSM reports
- Drive all the RCAs and RCCAs by coordinating with all the involved teams and stakeholders ,OEMs etc.
- Identify the repeated incidents, category and apply Problem Management to identify RCA , RCCA
- Provide required evidences for all kinds Regulatory, Internal audit etc
- Use monitoring tools and dashboards to detect anomalies and trigger early interventions.
- Update CI relationships, CMDB
- Maintain compliance between Tools Inventory Vs CMDB
Required Skills & Qualifications:
- Bachelors degree in I .
