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 onAzure 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.