Position summary:   

• We are looking for a Software Engineer in Incident Management role who will be the responsible for handling incidents/communicating to different teams across the organization to resolve the customer issues quickly. Communicating the resolution stages to the customer and specific set of people in organization. 
• You will be responsible to classify received incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible by working with the technical teams to minimize the impact on business operations. 
• Responsible for coordinating all the activities required to perform, monitor, and report on the process. 
• Owns assigned Incidents and Service Requests throughout the lifecycle. 

What you will do: 

• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible. 
• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements 
• Document troubleshooting steps and service restoration details. 
• Inform and submit knowledge articles for review. 
• Verify resolution with end-users and resolve assigned Incidents. 
• Escalate Major Incidents to the Incident Lead and/or Problem Manager. 
• Escalate unresolved Incidents to Tier 3/Incident Lead. 
• Log all Incident/Service Request details. 
• Escalate unresolved incidents to external support, e.g., Software and Hardware Vendors and liaison between IT and external support provider by coordinating with teams in the organization. 
• Might involve some early morning shift or evening shifts (India time) to overlap work with US teams. Mostly will not involve very late-night shifts. 

What you bring: 

• 1-4+ years of experience in handling escalated incidents and monitoring the application performance as well as infrastructure using various tools available. 
• Listening and synthesis skills. 
• Previous experience with major incidents (either as a participant or an observer). 
• ITIL® 3/ITIL® 4 Certification will be an added advantage. 
• Expertise in ITSM tool preferably Salesforce. 
• Strong communication skills. 
• Problem-solving skills.