Incident & Event Management Expert Connectivity Monitor and Ops
Novartis AG
Hyderabad, AP, India
15d ago

Job Description

  • The candidate should have strong Infrastructure knowledge in any of the following fields : (Windows / UNIX / Networks / DB / SAN / NAS, etc.
  • monitoring and escalation experience and the ability to coordinate the Major Incident Management process.

  • ITIL Certified
  • Strong knowledge of ITIL process (IM, PM, EM, KM
  • Ability to assess and coordinate high severity incidents.
  • Own Predict and prevent operations for assigned scope with target to identify gaps and reducing incidents within the scope in collaboration with resolver groups.
  • Responsible to oversee Operationally critical application, event correlation and engagement with customers on feedback and service improvements.
  • Publish reports based on defined periodicity
  • Be responsible to oversee shift management when required including that of vendor staff.
  • Publish reports based on defined periodicity.
  • Undertake ad-hoc projects as assigned.
  • Provide technical expertise for the planning and definition of new requirements : perform feasibility and performance studies, including benchmark, capacity planning, sizing, etc.
  • Contribute to continuous improvements, cost reduction and performance of the NOC services. Contributes to technical efforts for integrating new and existing technologies Drive / Manage service quality, performance and improvement of service delivery processes as per established governance and reporting
  • Support Major Incident Management process and handle all Critical / Major incidents in the organization.
  • Initiating bridge calls and sending communications
  • Prepare Major IM analysis reports on a weekly, monthly and quarterly basis to be provided to the Leadership team.
  • Demonstrate clear and definitive understanding of business needs and requirements.
  • Address any potential technical and non-technical issues and escalations within and outside of team which might impact the team’s performance adversely.
  • Maintain overview of daily records, incident logs & shift planners.

  • Responsible for 1st level Service Continuity of the operations during regional / location outages.
  • Seek and provide feedback, mentoring, support, and career development to and from team.
  • Routinely provides informal coaching, technical trainings, through suggestions, feedback and encouragement to less experienced team members.
  • Be the 1st point of contact in case of any untoward Incidence with respect to work / team dynamics / attitude & approach by team members.
  • Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional teams
  • Achieve agreed targets in terms of quality and time.
  • Ensure business is not affected under any circumstance at all times.
  • Achievement of service levels corresponding to industry best practice.
  • Minimum requirements

    Engineering degree in Electronics & Communication, computer science or appropriate technical / functional discipline or equivalent technical certifications.

    Fluent in English (written and spoken)

  • Total 8-12 years of experience in a Command Center / Datacenter environment.
  • More than 3 years of experience in Service Management of a global or regional service portfolio in similar areas, across geographies and business areas.
  • ITIL Certification is a must.
  • Certifications on Server / Networks will be an added advantage.
  • Excellent Communication and Interpersonal skills.
  • Willingness to travel (globally).
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