Job Purpose
Is in charge of restoring normal service operation as quickly as possible in cloud-based platforms & integrated systems to minimize the impact to EcoStruxure community of SE.
Duties And Responsibilities
- Point of contact for all major incidents in EcoStruxure community.
- Play the role of Major Incident Manager in case of major incidents by engaging technical teams until resolution, while also managing communication with business stakeholders.
- Provide guidance to the team and get them aligned to the Incident Management process.
- Monthly Incident reporting for all platforms supported in EcoStruxure.
- Major Incident reporting with uptime metrics to the respective stakeholders.
- Ensure higher levels of service availability via monitoring and expedition of incidents.
- Monitor the incidents to ensure that the Service Level Agreement are respected.
- Understand the architecture and evolution in IOT enabled platform and integrated systems supporting the business process.
- Follow up on RCA of Sev1s and recurring problems.
- Drive major & recurring issues to closure by engaging problem management team.
- Communicate effectively with users, collaborate with stakeholders and colleagues across locations.
- Escalate issues and other topics to the right team when needed.
- Document the knowledge base and share with team members.
- Promote Knowledge management & documentation n the organization.
- Learn new Tools/ Technologies as per business requirements.
- Strong adherence towards process orientation and promote best practices in the team.
Qualifications
Qualifications
- A minimum of 4-5 years experience in Incident Management for cloud support with a focus on IOT solutions.
- Good knowledge on Azure IoT services such as IoT Hub, IoT Edge, Device Provisioning Service, and Time Series Insights
- Strong understanding of Azure cloud platform, including networking, storage, and security.
- Familiar with MS office applications and has a good understanding of ITIL concepts.
- Strong client driven approach & service oriented.
- Familiar with - SLA compliance, First-call resolution, Knowledge-article contribution, Issues resolved per shift, Escalation rate, etc.
- Possess strong problem solving, analytical and time management skills.
- Versatile team member with good communication and collaboration skills.
- Excellent troubleshooting skills applying logic.
- Experience using ticketing portals like Jira and ServiceNow.
- Able to work with various systems, platforms, operating systems, languages, tools and technologies.
- Adaptability to changing work environment and technologies.
- Willing to enhance skills and knowledge as required.
Schedule: Full-time
Req: 0091NU
