Incident Manager

Company Description

About BETSOL:

BETSOL is a Data Management and Intelligent Automation company offering products and solutions to both enterprises and consumers. BETSOL’s Data Management product lines include Rebit (Rebitgo.com) and Zmanda (Zmanda.com). BETSOL’s Intelligent Automation product line is comprised of products and professional services under the LeTo brand (Leto.co). Additionally, BETSOL Global Services (Betsol.com) builds and supports end to-end enterprise solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-winning products and solutions in over 40 Countries. Our work locations are set against the vibrant backdrops of Denver, Colorado and Bangalore, India.
Our success is recognized with industry awards and a net promoter score that is 2x the Industry average. We take pride in being an employee centric organization.
Learn more at betsol.com.

Job Description

1) Manage end to end Incident Management Process aligning to the ITIL guidelines while adopting to the organizational requirements.
2) Co-ordinate with various teams within and outside the organization to investigate and resolve incidents.
3) Ensures service excellence is achieved through managing major incidents for the organization with effective use of agreed tools and defined deadlines.
4) Capture timelines, prepare, review and publish the Root Cause analysis for major incidents within agreed timelines.
5) Works in a 24/7 environment, hence adhering to shift plans of the team.
6) Manage Bridge calls efficiently, capturing key points and ensuring all stakeholders communication is managed effectively and in a timely manner.
7) Make sure all incidents are resolved/closed within the Agreed SLA with timely communication.
8) Must have experience working with service management tools like JIRA, SNOW, alerting etc.
9) Any other related tasks as required.

Preferred qualities:

1) Confident, demonstrating command and control in situations.
2) Ability to multi-task and prioritize actions
3) Should be self-motivated and self-driven
4) Ability to work with people across the globe at all levels and escalate when required
5) Excellent communication and documentation skills, showing attention to details
6) Able to work with little or no supervision

Qualifications

B.E./B.Tech/MCA /BSc (Computer Science)