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.
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• 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