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Technical Incident Manager

DALLAS-75210, TX, US
11/30/2020

-

Required Skills

Microsoft

Company

Wipro

Experience

3 to 5 Year(s)

Job Description

The SODPS Incident Management team is responsible for handling real-time technical (application/infrastructure) triage and restoration of issues impacting critical business services to customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.

Candidate will lead triage calls, keeping the necessary focus on restoration of services while delivering clear, concise, and timely incident communications to our CTO/CIO groups.

Duties include ensuring all necessary teams are engaged and focused on their tasks.

Must be flexible, has foresight to see the need to change priorities, escalate accordingly and able to understand and communicate across diverse technical platforms.

Flexible enough to work for extended hours and/or weekends as needed to handle high priority issues, production recoveries and provide support to monthly Integrated/Infrastructure Releases.

Required job skills :

Minimum 3 - 5 years of experience leading incident triage in a large IT Dev Ops / production support environment

Minimum of 2 years of experience using Jira to create Change Request tickets and coordinating myCTO development efforts with both internal and client technical teams.

Proven ability to quickly gain understanding of operational or business processes, including key stakeholders, risks, and existing control mechanisms.

Strategic thinker with the ability to quickly assess situations, and make critical decisions weighing risk verses rewards under stressful conditionals.

Excellent communication skills, able to articulate issues in a technical manner as well as concisely write incident communications for audiences varying in seniority and role (e.g. technical and business)

Assertive and decisive character with excellent leadership and discussion facilitation skills

Experienced using myCTO, Remedy, Splunk, Microsoft (Excel, Project, and Visio), ITIL processes.

Ability to work effectively in high pressure situations, on an ongoing basis, maintaining attention to detail.