Responsibilities:

📍Carry out Incident Management by effectively responding to and resolution of unplanned events that disrupt services or operations. 📍Ensure customer satisfaction through proper solution design delivery, system/application life cycle management and service performance monitoring while maintaining necessary internal (process, security, vulnerability, audit readiness) and external (e.g. CFTC license) compliance. 📍Employee will be expected to work from 2-11pm IST

Incident Management, Problem Management & Automation

📍 Management of IT Incidents including identification, analyzing, resolving, documenting and reviewing of critical and high Incidents; 📍Ensure SLAs are under proper lifecycle management; 📍Develop Disaster Recovery Plans and manage DR Tests; 📍Run and oversee Incident washups; 📍Run weekly Release washup and CAB meetings; 📍Assist in building out a CMDB; 📍Operationalize the BCP protocol; 📍Provide downtime reporting with regards to application outages; 📍Create monthly Service Management Risk report; 📍Support optimization and harmonized implementation of Service Management framework; 📍Ensure Service Management Reporting as per Service Catalog and per stakeholder/business requirements (e.g. availability, effectiveness and efficiency of ticket handling, user satisfaction/adoption); 📍Oversee all service-related data in concerned repositories/tools (e.g. HPSM, SNOW, JSM, CMDB etc.) and maintained with good data quality;