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Incident Manager
$85,000 - $90,000/Yr
Tech Mahindra - Wilmington, DE
posted 2 months ago
Full-time - Mid Level
Wilmington, DE
Professional, Scientific, and Technical Services
About the position
The Incident Manager at Tech Mahindra is responsible for overseeing major incidents, ensuring effective communication and resolution processes, and facilitating problem management activities. This role requires strong leadership and communication skills to manage incidents and collaborate with various stakeholders effectively.
Responsibilities
- Review proposed major incidents and assess validity based on business impact.
- Facilitate troubleshooting bridge calls to drive issues to resolution.
- Document activities and discussions around major incidents.
- Communicate throughout any event to required levels of leadership.
- Generate and distribute an After-Action Report for every major incident.
- Recommend corrective actions to the problem process for postmortem discussion.
- Review and correct SOPs/documentation as requested.
- Facilitate a daily operations call reviewing previous major incidents and changes.
- Consolidate and provide daily reports reviewing incidents, changes, and problems within the environment.
- Assist in problem management activities and processes as needed.
Requirements
- 3+ years of experience as an Incident Manager engineer.
- Good communication skills to interact with both customers and end users over phone and through email.
- Flexibility to work in any shift.
Benefits
- Medical insurance
- Vision insurance
- Dental insurance
- Life insurance
- Disability insurance
- Paid time off (including holidays, parental leave, and sick leave)
