Incident Manager

4 weeks ago

San Diego, United States ApTask Full time

Role: Incident Manager

Location: San Diego, CA - Onsite

Desired Skills and Experience:

7+ years of Production support experience.

Technical Skills:

  • Ensure that activities within the incident management process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
  • Incident Response Triage Monitoring of incident queues
  • Responsible for assigning incidents within the support team.
  • Good Knowledge of RDBMS (SQL and Advanced SQL), Postgres SQL.
  • Incident escalation - Determines if an incident needs to be escalated according to priority and severity of the issue.
  • Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.
  • Coordination of all the activities required to perform, monitor, and report on the incident process.
  • Establish bridge for incident calls and participate in incident call till the closure of incident.
  • Incident communication - Frequent updates on the status of incident is communicated to relevant parties till the closure of incident.
  • Root cause analysis done for high severity incidents.
  • Identify potential problems and/or increasing trend of repetitive Incidents Perform root cause assessment and debug the issues.
  • Provide support, identify all issues, and prepare appropriate documentation all issues and solutions.
  • Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
  • Manage all production system and recommend ways to optimize performance, provide solution to problems, and prepare reports for all problems.

Process Skills:

  • Maintain good professional relationships with counterparts of engineering and customer support departments.
  • Follow applicable process/ standards.

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