Major Incident Manager

Responsibilities

• Major Incident Management Manage the end-to-end Incident Management lifecycle, ensuring alignment with ITIL standards and organizational processes.
• Coordinate with internal and external teams to investigate, troubleshoot, and resolve incidents efficiently.
• Lead and manage major incidents, ensuring timely resolution with minimal business impact using agreed tools and processes.
• Facilitate and manage bridge calls, ensuring clear communication, capturing key discussion points, and driving action items.
• Ensure all incidents are resolved and closed within agreed SLAs, with proactive and timely stakeholder communication.
• Capture incident timelines and prepare, review, and publish Root Cause Analysis (RCA) reports within defined timelines.
• Maintain high standards of service excellence by adhering to incident management best practices.
• Work in a 24/7 operational environment, adhering to shift schedules as required.
• Utilize service management and alerting tools to monitor, track, and manage incidents effectively.
• Perform additional incident management–related tasks as required. b.
• NOC Operations Support Monitor infrastructure, application, cloud, and network health through enterprise monitoring tools.
• Investigate and coordinate responses to operational alerts and service-impacting events.
• Validate outages, assess business impact, and initiate escalation procedures.
• Support event management, monitoring optimization, and operational reporting.
• Support end-user issues related to applications and other services, including P3 and P4 incidents, and identify recurring issues for follow-up.
• Follow runbooks, maintain knowledge articles, and provide clear shift handovers to ensure continuity of operations.

Requirements

• Strong coordination and stakeholder management skills across cross-functional teams.
• Ability to work under pressure in a high-availability environment and drive quick resolution.
• Excellent verbal and written communication skills.

Preferred

• Familiarity with problem management and change management processes.
• Exposure to automation or scripting for incident handling and reporting.
• Bachelor’s degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience
• Work Model: Onsite (Work from the office all days) Working Hours: This role requires working in a 24/7 environment with flexibility to shifts based on business demands.
• Engineering the AI-powered enterprise.
• With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries.
• BETSOL maintains a net promoter score that is 2x the industry average.
• BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.

Good to have skills

Understanding of telephony, IVR, SIP, and contact center technologies.

BETSOL holds several engineering patents, and is recognized with industry awards.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India. We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities. Learn more at betsol.com