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Incident Management

$10/hr Starting at $100

 

  • Facilitating the recovery of all P1/P2 major incidents including managing appropriate reporting and notifications to key stakeholders, as well as ensuring minimal business impact.
  • Handling the bridge calls for P1 and P2 incidents, sending out Incident communication.
  • Responsible for escalating Incidents and User Service Requests within their organization
  • Validating all the priority incidents based on the impact and urgency
  • Following up with respective resolver teams on high escalated cases.
  • Leading the standup calls to discuss the long-running/backlog cases - P3 & P4 Incident.
  • Escalating the Incidents to the respective operation team for faster action.
  • Documenting the incident troubleshooting action on the whiteboard.
  • Provide incident report [MIR] to problem management to investigate the RCA.
  • Checking Incident SLO as per the priority and agreement.
  • Excellent knowledge in monitoring the tools as a proactive measure to save the environment from major outages.
  • Creating an internal chatbot with resolver teams to fix major issues identified via monitoring tools.
  • Quality checks for the improvement of the process and Identifies process improvements.
  • Mitigation Report on the violated tickets with respective technical/resolver teams.
  • Active participation in client meetings, creating and sending required reports to clients. 
  • People management and client management.  

About

$10/hr Ongoing

Download Resume

 

  • Facilitating the recovery of all P1/P2 major incidents including managing appropriate reporting and notifications to key stakeholders, as well as ensuring minimal business impact.
  • Handling the bridge calls for P1 and P2 incidents, sending out Incident communication.
  • Responsible for escalating Incidents and User Service Requests within their organization
  • Validating all the priority incidents based on the impact and urgency
  • Following up with respective resolver teams on high escalated cases.
  • Leading the standup calls to discuss the long-running/backlog cases - P3 & P4 Incident.
  • Escalating the Incidents to the respective operation team for faster action.
  • Documenting the incident troubleshooting action on the whiteboard.
  • Provide incident report [MIR] to problem management to investigate the RCA.
  • Checking Incident SLO as per the priority and agreement.
  • Excellent knowledge in monitoring the tools as a proactive measure to save the environment from major outages.
  • Creating an internal chatbot with resolver teams to fix major issues identified via monitoring tools.
  • Quality checks for the improvement of the process and Identifies process improvements.
  • Mitigation Report on the violated tickets with respective technical/resolver teams.
  • Active participation in client meetings, creating and sending required reports to clients. 
  • People management and client management.  

Skills & Expertise

CloudITILManagementReportsTicketing SoftwareTroubleshooting

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