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Incident Manager

8 - 13 YearsMumbai

Posted: 10 days ago

Job Description

  • Ensuring high quality, consistent technical Customer Support ensuring that these Support Services meet (or exceed) their internally and externally prescribed Service Level Agreements (SLAs)
  • Implement and maintain Best Practice (ITIL) technology and processes to ensure high customer satisfaction and good technical outcomes.
  • Hands-on experience in performing 2nd level remote fault analysis and troubleshooting
  • Function as single points of contact for infrastructure needs of datacenter managed services
  • Experience in handling Complex issues and Excellent Product Knowledge
  • Ensure monitoring infrastructure 24 X 7.
  • Hands on experience on monitoring and Infrastructure management tools
  • Coordinate with different teams geographically.
  • Management of employees in the customer service team, publishing rosters, KPI measurement.
  • Actively be part of resolution process for any fault / performance issues
  • Responsible for executing SOP related activities
  • Ensuring that the processes and procedures involving all company services are kept up to date, and are being followed appropriately.
  • Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service quality.
  • Co-coordinating for driving the uptime of the various client projects being managed.
  • Raise and also technically update the tickets in ticketing system for all the issues handled / worked upon.
  • Apply patches to the OS / applications or upgrade the applications as and when required, as per the approval from the respective Customer Team.
  • Experience in vendor management.
  • Keep track of capacity and security aspects and analyze it in light of the business requirements of customers and proactively ensures scalability and optimal use of existing infrastructure
  • Strong knowledge of Internet Protocol Suite and layers
  • Advanced experience with DNS, LDAP, NTP, SMTP, SNMP, SSH
  • Knowledge in storage technologies and RAID
  • Knowledge in performance tuning and capacity planning
  • System management through scripting, automation and policies
  • Support and plan system backups and data recovery strategies
  • Basic network knowledge and fundamentals
  • On-call rotation for afterhours support and scheduled maintenances
  • Prior supervisory experience is a must
  • Project coordination experience required
  • Able to adapt to quick requirements change and produce fast solutions.
  • Excellent written and verbal communication skills are a must

Salary: Not Disclosed by Recruiter
Industry: Telecom/ISP
Functional Area: IT Hardware, Technical Support, Telecom Engineering
Role Category: Project Mgmt
Role: Project Manager-Telecom
Employment Type: Permanent Job, Full Time

Company Profile

Netmagic, an NTT Communications company, is India’s leading Managed Hosting and Cloud service provider, with 9 carrier-neutral, state-of-the-art data centers and serving more than 2000 enterprises globally. Headquartered in Mumbai, Netmagic also delivers Remote Infrastructure Management (RIM) services to various Enterprise customers globally including NTT Communication’s customers across Americas, Europe and Asia-Pacific region. The Company was the first in India to launch services – Cloud Computing, Managed Security, Disaster Recovery-as-a-Service (DRaaS) and Software-Defined Storage. Netmagic has been recognized with 6 awards at the CIO Choice Award 2016 and Frost & Sullivan India ICT Award 2016.
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