BETSOL—Major Incident Manager

Job description

Description: Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India. We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities. Learn more at betsol.com Responsibilities a. Major Incident Management - Manage the end-to-end Incident Management lifecycle, ensuring alignment with ITIL standards and organizational processes. - Coordinate with internal and external teams to investigate, troubleshoot, and resolve incidents efficiently. - Lead and manage major incidents, ensuring timely resolution with minimal business impact using agreed tools and processes. - Facilitate and manage bridge calls, ensuring clear communication, capturing key discussion points, and driving action items. - Ensure all incidents are resolved and closed within agreed SLAs, with proactive and timely stakeholder communication. - Capture incident timelines and prepare, review, and publish Root Cause Analysis (RCA) reports within defined timelines. - Maintain high standards of service excellence by adhering to incident management best practices. - Work in a 24/7 operational environment, adhering to shift schedules as required. - Utilize service management and alerting tools to monitor, track, and manage incidents effectively. - Perform additional incident management–related tasks as required. b. NOC Operations Support - Monitor infrastructure, application, cloud, and network health through enterprise monitoring tools. - Investigate and coordinate responses to operational alerts and service-impacting events. - Validate outages, assess business impact, and initiate escalation procedures. - Support event management, monitoring optimization, and operational reporting. - Support end-user issues related to applications and other services, including P3 and P4 incidents, and identify recurring issues for follow-up. - Follow runbooks, maintain knowledge articles, and provide clear shift handovers to ensure continuity of operations. Looking For 3-5 years of experience in Major Incident Management, NOC Operations or IT Service Management within a 24/7 production support environment Mandatory skills: - Strong hands-on experience managing end-to-end Incident Management processes aligned with ITIL practices. - ITIL 4 Foundation certification or higher is required. - Proven experience in handling Major Incident Management (MIM) and leading bridge calls effectively. - Experience working with service management tools such as ServiceNow (SNOW), JIRA, and alerting/monitoring tools. - Experience monitoring, triaging, and escalating events and alerts using enterprise monitoring tools. - Experience resolving or triaging P3/P4 incidents and end-user application issues. - Working knowledge of infrastructure, cloud, and application support fundamentals. - Strong coordination and stakeholder management skills across cross-functional teams. - Ability to work under pressure in a high-availability environment and drive quick resolution. - Experience in SLA management, ensuring incidents are resolved within agreed timelines. - Strong documentation skills for incident reports, RCA, and communication updates. - Excellent verbal and written communication skills. Good to have skills: - Familiarity with problem management and change management processes. - Exposure to automation or scripting for incident handling and reporting. - Understanding of telephony, IVR, SIP, and contact center technologies. Bachelor’s degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience - Work Model: Onsite (Work from the office all days) - Working Hours: This role requires working in a 24/7 environment with flexibility to shifts based on business demands.