Company:Qualcomm India Private Limited
Job Area:Information Technology Group, Information Technology Group > IT Engineering
General Summary:
Qualcomm IT is looking for the Incident Commander for their Global IT Operations Center (ITOC), based out of Hyderabad, India.
High Level Job Responsibilities:
JD for Major Incident Expert (Incident Commander)
- Own and drive the major incidents till closure
- Run the major incident bridges – keep it interactive, ask the right questions and drive the bridge in the right direction.
- Basic technical knowledge on all technology domains including network, servers, storage, databases and applications.
- Good with various monitoring tools
- Making sure the right stakeholders are invited into the major incident bridge
- Making sure the right set of SMEs are joining the bridge on time
- Timely escalations to involve the Tier 3 and vendors as needed to enable quick and fast restoration of services.
- Timely and accurate communications to the right stakeholders
- Keep the major incident ticket updated with all the proceedings.
- Encourage and build a collaborative working relationship with the IT teams, SMEs and stakeholders (other IT teams, management, teams in other locations etc…)
- Enable and champion an IT service-oriented culture.
- Participate in the weekly MINC review calls.
- Facilitate a smooth handover to the problem management team.
- Contribute to the RCA process when needed by sharing the details and inputs they would have gathered during the major incident bridge.
- Work closely with the change management team as needed.
- Participate in the change management CAB to keep a tab on the on-going changes and potential cases that may trigger major incidents.
- Should be ready to drive RCAs if needed like a problem manager
Skills and Experience:
"Key skills and personal/behavioral Attributes Required:
- 10+ years of experience in IT (Infra + Apps preferred)
- Good written and fluent spoken English.
- Must have hands on experience of 5+ years in driving major incident bridges
- ITIL expert certification would be great. Intermediate (IPC) certification is preferred. ITIL Foundation is must.
- Outstanding communication skills; able to converse at senior management and engineer levels.
- Excellent People skills with the ability to act with influence.
- High-energy, confident professional with an ability to remain calm and take control in a crisis.
- Team player and organizer.
- Open minded, flexible and willing to listen for other people’s opinions.
- Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels.
- Good understanding of various technologies (networking, servers, applications etc…) at least at a high level.
- In-depth understanding of the overall ITIL framework, specially the other related processes like Problem Management, Change Management etc..
- Hand on experience using ITSM tools preferably Service Now
- Must have hands on experience driving RCAs using the known RCA techniques like 5 Whys, K&T etc..
- Understanding of methodologies like Lean, Six Sigma etc.. - good to have"
Qualifications:
- Graduate, engineering graduate preferred.
- ITIL4 Foundation Certified, ITIL4 Expert Certified preferred.
Working Hours:
- 24x7 support with 5 days/week – monthly rotational shift
Minimum Qualifications:
• 4+ years of IT-related work experience with a Bachelor's degree.
OR
6+ years of IT-related work experience without a Bachelor’s degree.
Physical Requirements:
• Frequently transports and installs equipment up to 20 lbs.
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