Job Description
Job Overview:
Job purpose
Is in charge of restoring normal service operation as quickly as possible in cloud-based platforms & integrated systems to minimize the impact to EcoStruxure community of SE.
Duties and responsibilities
· Point of contact for all major incidents in EcoStruxure community.
· Play the role of Major Incident Manager in case of major incidents by engaging technical teams until resolution, while also managing communication with business stakeholders.
· Provide guidance to the team and get them aligned to the Incident Management process.
· Monthly Incident reporting for all platforms supported in EcoStruxure.
· Major Incident reporting with uptime metrics to the respective stakeholders.
· Ensure higher levels of service availability via monitoring and expedition of incidents.
· Monitor the incidents to ensure that the Service Level Agreement are respected.
· Understand the architecture and evolution in IOT enabled platform and integrated systems supporting the business process.
· Follow up on RCA of Sev1s and recurring problems.
· Drive major & recurring issues to closure by engaging problem management team.
· Communicate effectively with users, collaborate with stakeholders and colleagues across locations.
· Escalate issues and other topics to the right team when needed.
· Document the knowledge base and share with team members.
· Promote Knowledge management & documentation n the organization.
· Learn new Tools/ Technologies as per business requirements.
· Strong adherence towards process orientation and promote best practices in the team.
Qualifications
· A minimum of 4-5 years experience in Incident Management for cloud support with a focus on IOT solutions.
· Good knowledge on Azure IoT services such as IoT Hub, IoT Edge, Device Provisioning Service, and Time Series Insights
· Strong understanding of Azure cloud platform, including networking, storage, and security.
· Familiar with MS office applications and has a good understanding of ITIL concepts.
· Strong client driven approach & service oriented.
· Familiar with - SLA compliance, First-call resolution, Knowledge-article contribution, Issues resolved per shift, Escalation rate, etc.
· Possess strong problem solving, analytical and time management skills.
· Versatile team member with good communication and collaboration skills.
· Excellent troubleshooting skills applying logic.
· Experience using ticketing portals like Jira and ServiceNow.
· Able to work with various systems, platforms, operating systems, languages, tools and technologies.
· Adaptability to changing work environment and technologies.
· Willing to enhance skills and knowledge as required.
