Incident Management Engineer

Incident Engineer JD

Qualification:

• Bachelor's degree. ITIL V4 Certification.
• At least two years experience working in IT service management, or a similar role.
• Strong knowledge of IT service management.
• Experience working with Ticket tools such as ServiceNow, Remedy, HPSM etc.
• Excellent communication skills and ability to collaborate with team members.
• Strong problem solving, analytical, and time management skills.

Roles and responsibilities:

• Incident Engineer will be responsible to analyze/respond and work on an incident reported to them either in the form of a Run Sheet with Impact details or reported by Management teams.
• He should be quick to respond with his analysis Log a ticket based on the priority or impact, Drive the Major incident Bridge and send notifications to stakeholders making sure the SLAs for responding to priority incident, Notification SLA and resolution SLA is met.
• Engineer should keep track of the Incidents and its respective Emergency Change tickets if any and follow-up with Vertices till closure.
• During the Incident call, Incident Engineer should be able to take key points discussed on call in chronological order and create a document called an Incident report which includes the incident details, Root cause of the incident, corrective action taken to resolve. Post resolution The IR will be sent to Leads and post Leads heads-up. He must prepare the RCA document and send it to the Support team who has resolved the incident.
• Incident Engineer should keep a close eye on his GNOC IM mailbox and respond to ongoing and new issues.
• Incident Engineer should send periodic update ticket update through Service Now & SMS alerts for all P1,P2&P3 incident tickets till closure.
• Incident Engineer should follow the Infra/Management escalation as per the SLA.
• He should keep a track of all the incident details and update the inputs in Teams daily tracker which will be useful for Audit and all follow-ups.
• There are various reports which Incident Engineer must prepare on a day basis namely Network availability report, Application availability report which indicates the downtime of a specific account/Department for the day and Application downtimes respectively.
• He should also update certain documents such as Known Error database (updating repeated incidents for Problem management). Project Handovers published by Tech PMO Team/Business IT which will be maintained and documented in the central repository and updated periodically. This Project Handover document shared acts as a handbook for the team to know more about the Project Network diagrams, Links used, VLAN details server details, Production URL and the support teams and SPOC details for that respective project during an incident call.
• He should be able to develop team skills to work with his peers in performing daily handovers, Knowledge transfers and Handling calls and close unowned or misrouted incidents.

Incident Engineer:

• Incident Engineer is the first point of escalation to any P1, P2 & P3 incidents.
• Incident Engineer responsible to manage incidents P1, P2 & P3 incidents.
• Respective location WPS team to capture the details in Run Sheet format described below and update IM Engineer.
• Incident Engineer to open Communication Bridge for P1, P2 within 15 Minutes & for P3 incidents within 30 Minutes.
• Incident Manger to analysis the RUN sheet and publish it to respective technology verticals for further analysis.
• Incident Engineer to intimate respective technology vertical level 1 team to login to bridge and start looking into the issues reported.
• There can be more than one team required to resolve the incident. Incident Engineer is responsible & has the authority to escalate and gather updates from all the teams involved for restoration of services.
• Ensuring that all IT teams follow the incident management process for every P1, P2 & P3 incidents.
• During the course of incident, ticket to be kept updated from all verticals to summarize the RCA at the end of the call. And send periodic updates through Service Now & SMS portal.
• If P1, P2 & P3 Incidents raised found to be client end issue then issue to be resolved as client end issue and vertical teams to update all their finding / logs in the ticket for future reference. RCA to be published by client IT support team.
• For the P1, P2 & P3 incident due to Mphasis Infra / Mphasis managed WAN links IM team must publish Incident Report to Infra. Verticals / Problem Management team by 24 hours of incident resolution.
• Incident Report to be shared through EASe + ticketing tool to respective vertical Engineers and to their group ID, Business IT SPOC & Problem Management group ID.
• GNOC IM to intimate Problem Management team if the incident is repeated with in last 15 days.
• Root Cause Analysis (RCA) to be shared by Problem Management Team to Business Process teams /Management within 72 Hours or 3 working days from the time IR Report shared by IM Team.
• In case of external vendors / Service Providers involved in getting the RFO, SLA is 5 working days.
• Incidents handled/resolved by DXC/hp support teams for any HiTech Business issues, RCA to be shared by them to delivery teams.
• Share weekly P1, P2 & P3 report with Business Stakeholders, Monthly reports related to specific projects needs to be shared to CIO Audit team.
• Publish daily & monthly network availability & application availability reports to management team.
• Share monthly P1, P2 & P3 report with Business IT & Technology Team stakeholders.
• Incident Engineer to inform location WPS team will follow appropriate steps for HiTech Business Priority incident process.
• Mphasis IM/GNOC team to share monthly incident report along with RCA or RFO copy for HiTech Business (For Mphasis managed infra / Link Issues) with Business IT.