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    Incident Manager - London, United Kingdom - HCLTech

    HCLTech
    HCLTech London, United Kingdom

    3 days ago

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    Description
    Job Description

    HCL Technologies is a $13 bn Technology Services company that takes tremendous pride in helping Customers through their Digital Transformation Journey. Our Sharp focus on Mode 1-2-3 strategy has helped us become the fastest large Tech services company globally.

    Incident Manager

    Mandatory Skills - Jira, APM and Automation tools knowledge.

    Working very closely with the InternalIT, Infrastructure and tribe DevOps teams to provide:

    o Incident ticket management, escalations and stakeholder communications during an incident: primarily to support the Marco Polo production application.

    o Including proficient, and experienced management of critical/major incidents in a tier 1 payments service.

    o Support for DevOps technical input and triage, for instance log reviews, incident tracing to identify issues, and call the right support teams when the issue cannot be directly resolved.

    o Work with IT teams, to identify solutions and support excellent service quality in the non-functional area, with an aim to have first class resilience, reliability and stability of the service.

    o Review / assess monitoring and alerting implementations, with the tribe SMEs, to ensure the operational state of the service is visible at all times.

    o Build, review and improve service level reporting and quality metrics (through incident metrics/reviews).

    o Work with the tribes to coordinate and lead Service Recovery activities where required.

    o Partner with tribe leads/service owners and development teams to ensure that solutions adhere to non-functional standards, ensuring reliability, resilience and scalability.

    o Conduct and lead post incident reviews, work with teams to ensure problem records are logged, tracked and resolved in a timely manner (including root cause analysis & resolution).

    o Build / review /improve service dashboards that show the current status of the whole Marco Polo production environment, and be able to report on recent performance.

    o Build ability to understand and evaluate ongoing impacts of releases to ensure no downward trends in reliability and performance.

    o Work with tribes, giving support for build/improvement of end to end business flow synthetic monitoring/automated regression tests to allow early visibility of production problems.

    o Working with Atlassian Jira Service Management/Opsgenie/StatusPage to enhance and improve ticket handling, alerting automation and dashboards to provide MI.

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