Consultant Specialist

Key Skills: Problem Management, Incident Management, itsm, Server Support.

Roles and Responsibilities:

• Incident Scenario Planning: Plan for potential incidents and define scenarios that can help mitigate risks.
• Incident Identification, Analysis, Categorization, and Prioritization: Identify incidents as they arise, categorize them, and prioritize them based on their severity and impact.
• Incident Documentation: Accurately document all incidents and ensure comprehensive tracking for resolution.
• Incident Resolution and Escalation: Work toward resolving incidents promptly and escalate them to the appropriate teams when necessary.
• Problem Tracking: Monitor ongoing issues, ensuring they are tracked and managed throughout their lifecycle.
• Problem Analysis, Categorization, and Prioritization: Analyze and categorize problems, prioritizing them based on urgency and impact.
• Problem Documentation: Ensure that problems are thoroughly documented to aid in future reference and troubleshooting.
• Fast Problem Resolution: Focus on swift resolution of problems, minimizing downtime and impact on business operations.
• Problem Escalation and Root Cause Analysis: Identify the root cause of recurring issues and escalate them as needed for long-term resolution.
• Willingness to work a rotational shift pattern starting from 0600 to 2300 hours.
• Ability to provide out-of-hours support via an on-call rota.

Experience Requirements:

• 6-8 years experience in managing incidents effectively, with the ability to handle high-pressure situations.
• Knowledge of Site Reliability Engineering (SRE) is an advantage or willingness to achieve SRE accreditation.
• Excellent relationship management skills, with the ability to communicate clearly with both internal and external stakeholders.
• Strong written and verbal communication skills.
• Highly resilient and able to stay calm under pressure.
• Excellent analysis skills with the ability to organize incident data and identify trends to inform decision-making.
• Ability to participate confidently in Service Management meetings relating to Incident Management.
• A drive to become an Incident Management Subject Matter Expert (SME).
• A proactive, can-do attitude and high self-motivation, with a strong focus on achieving results.
• Ability to manage and prioritize multiple incidents simultaneously, using sound judgment to assess impact and escalate as necessary.

Education: B.Tech M.Tech (Dual), B.Tech, M. Tech