IT Infrastructure - Critical Incident and Problem Manager
- IntouchCX
- 5 - 8 years
- Hyderabad
- 3 days ago
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Job Description
About the Role:
We are looking for a Critical Incident and Problem Manager to join our IT Infrastructure team. You'll be responsible for managing major incidents, coordinating across teams, and leading root cause analysis to ensure system stability and continuous improvement.
Key Responsibilities:
- Drive resolution of major IT incidents quickly and effectively.
- Coordinate across technical teams for incident resolution.
- Provide regular updates to key stakeholders.
- Ensure accurate incident documentation.
- Conduct post-incident reviews and share lessons learned.
- Track and report on incident and problem KPIs.
- Lead root cause analysis meetings and follow up on actions.
- Manage and close problem tickets in coordination with support teams.
- Maintain known error records and ensure preventive actions are in place.
Requirements:
- Bachelors degree in Computer Science, Business, or related field (or equivalent experience).
- 5-7 years of experience in IT incident and problem management.
- Strong technical knowledge of infrastructure (Storage, Network, Windows, Linux, etc.).
- Experience in global enterprise environments.
- ITIL certification is a must.
- Excellent communication and coordination skills.
- Strong problem-solving and analytical skills.
- Understanding of BPO operations is a plus.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: ServiceNow / ITSM Tools Incident Management IT Infrastructure Windows / Linux Administration IT Operations Management IT Infrastructure Management IT Operations
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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