SITUATION MANAGEMENT

Job Description:The Guardian Situation/ Outage Management team is seeking qualified individuals to manage the lifecycle of all unplanned interruptions, malfunctions of provided IT services. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible.
The individual will bridge the gap between Business and Technical support teams during critical outage situations and be responsible for taking necessary steps to restore services and business to normal operations as quickly as possible (managing incident/outages) and perform problem reviews. Provides thought leadership and subject matter expertise for specific processes including understanding and driving its purpose, alignment with Industry standards, best practices, and benchmarkingQualifications:

• Keep track of Outage and engage relevant IT team members to work and resolve the outage
• Responding to a reported service Outages and initiating the Outage management process
• Prioritizing Outages according to their urgency and influence on the business
• Engage and escalate within and/ or vendors as per severity of the outage
• Establish direction for the prioritization and development of Major Incident Response in alignment with the service model and industry best practices
• Ensure incidents recorded are fully documented both during and after the incident, including gathering and recording the full incident timeline of events
• Demonstrate Technical breadth to be able to ask the right questions, collect the responses and set actions based on information and also to challenging information if the response does not fit the situation
• Assist in ensuring that all processes and procedures are adhered to and are in compliance with incident guidelines
• Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 7x24x365 basis – to be reviewed
• Lead Outage calls till resolution and update outage calls notes with all relevant notes
• Open problem management tickets as per established process
• Track Problem Management and ensure effective closure
• Create/ update process documents that outline Outage handling protocols and/ or how to correct server failures
• Collaborating with the Outage management team to ensure that all protocols are diligently followed
• Adjusting the incident management process as required to ensure its effectiveness
• Communicating with upper management if major issues are found in the IT system

Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 7x24x365 basis

Location:

This position can be based in any of the following locations:

Gurgaon

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday