HERE

Sr IT Operations Engineer

Job Locations IN-Bangalore
Requisition ID
2022-62289
Category
IT & Operations

What's the role?

 

As a Sr IT Operations Engineer, you will be responsible for incident management process to resolution. You will also log and categorize recurring incidents to improve incident management protocols. To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. The job also demands handling multiple major incidents simultaneously and thus interacting with multiple stakeholders. Another aspect of this job is continuous improvement of self and operations team with focus on quality of incident management support.  This position reports to IT Operations Engrg. Manager II.

 

MAIN RESPONSIBILITIES 

  • Oversee the incident management process and team members involved in resolving incidents
  • Responding to reported incidents, engaging right teams to identify cause, and initiating the incident management processes (bridge calls, incident notification, major incident report).
  • Chair major incident calls and drive incident to resolution by actively engaging with the technical teams
  • Collaborating with the incident management team to ensure that all predefined processes and protocols are diligently followed.
  • Adjusting incident management process as and when required to ensure its effectiveness
  • Highlighting process flaws and major issues to higher management
  • Managing incident team members by reassigning workloads and rescheduling non urgent tasks
  • Be on top of all SLA's and highlight KPI misses
  • Prepare report of all Incidents, Operational KPI's and send it to team and higher management at regular frequency
  • Able to think out of the box and be able to correlate incidents
  • Participate in deep dive and other platform health discussions
  • Guide engineering and development teams in incident, problem and change management principles
  • Drive continuous improvement within the incident management team

Who are you?

  • Graduate in any discipline.
  • strong knowledge of support processes, willing work in 24x7 engagement for web based applications which are hosted at multiple data centres.
  • possess strong process knowledge and complete understanding of incident, problem and change management principles.
  • possess strong problem solving, analytical, and time management skills.
  • experience in monitoring tools and ticketing systems.
  • strong leadership and interpersonal skill.
  • overall 5+ years experience in production support of web applications and with multiple dcs.
  • 3+ years support experience in incident management.
  • passion for delivering 24x7 service availability.
  • prior experience/knowledge on monitoring tools, web application, cloud environment will be helpful.

Desirable:

ITIL Certification, Good Knowledge In Ticketing Tool And Reporting

 

What we offer?

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics

Who are we?

Ever checked in somewhere on social media? Ever tracked your online orders? You might be using HERE Technologies every single day without even realizing it. You can find us everywhere: in vehicles, smartphones, drones or third-party apps. We believe that with the right people, we will continue to be a game-changer in the technology industry and improve the daily lives of people around the world. Find out more by clicking the video below or going HERE.

 

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