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- Primary skills:Process->Maintenance and Production Support process->PLM Production Support process,Process->Service Management->ITIL,Technology->Infra_ToolAdministration-ITSM->BMC Remedy ITSM,Technology->Infrastructure Security->IT Service Management
- Lead end‑to‑end incident management for production environments, ensuring timely detection, triage, and resolution of high‑priority incidents within agreed SLAs.
- Coordinate war rooms and bridge calls, driving technical teams to root cause and service restoration while maintaining structured communication and clear action plans.
- Manage ITSM processes (Incident, Problem, Change as applicable), ensuring adherence to defined workflows, policies, and governance standards.
- Utilize ServiceNow to log, track, prioritize, and report incidents, problems, and changes, ensuring data accuracy and completeness of records.
- Perform impact and risk assessment for incidents and related changes, escalating appropriately to stakeholders and leadership when required.
- Drive root cause analysis (RCA), document post‑incident reviews, and ensure implementation of corrective and preventive actions.
- Monitor production health through dashboards, alerts, and reports, proactively identifying trends and recurring issues to reduce incident volume.
- Collaborate with development and infrastructure teams to ensure stable releases, smooth deployments, and effective handover to support teams.
- Ensure compliance with ITIL best practices and organizational standards across all support and incident management activities. Minimum Qualifications:
- Education: B.Tech or equivalent degree in Computer Science, Information Technology, or a related engineering discipline.
- Experience: 5–8 years of hands‑on experience in production support and incident management within IT services or enterprise environments.
- Strong expertise in ITSM frameworks with practical experience managing Incident and Problem processes.
- Proven experience using ServiceNow (or similar ITSM tools) for incident, problem, and change management activities.
- Solid background in production support, including working with on‑call rotations, SLAs, and high‑severity incident handling.
- Demonstrated ability to coordinate multiple teams during incidents and drive them towards timely resolution.
- Excellent communication skills for clear, concise updates to technical and non‑technical stakeholders during critical events.
- Knowledge of more than one technology
- Basics of Architecture and Design fundamentals
- Knowledge of Testing tools
- Knowledge of agile methodologies
- Understanding of Project life cycle activities on development and maintenance projects
- Understanding of one or more Estimation methodologies, Knowledge of Quality processes
- Basics of business domain to understand the business requirements
- Analytical abilities, Strong Technical Skills, Good communication skills
- Good understanding of the technology and domain
- Ability to demonstrate a sound understanding of software quality assurance principles, SOLID design principles and modelling methods
- Awareness of latest technologies and trends
- Excellent problem solving, analytical and debugging skills