Incident Manager

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 12 of the 30 most innovative global companies, 60% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum by reporting $360.2M revenue in Q3 FY25, delivering 4.3% Q-o-Q and 19.9% Y-o-Y growth. Our 23,900+ global team members, located in 19 countries, have been instrumental in helping the market leaders transform their industries. We are also pleased to share that Persistent won in four categories at the prestigious 2024 ISG Star of Excellence Awards, including the Overall Award based on the voice of the customer.

We were included in the Dow Jones Sustainability World Index, setting high standards in sustainability and corporate responsibility. We were awarded for our state-of-the-art learning and development initiatives at the 16th TISS Leap Vault CLO Awards. In addition, we were cited as the fastest-growing IT services brand in the 2024 Brand Finance India 100 Report. Throughout our market-leading growth, we’ve maintained a strong employee satisfaction score of 8.2/10.

About Position:

Address :
Oakland, CA
- Hybrid (2-3 Days onsite)

Role Type: FTE

Job Description:

Major Incident management team is a support team established to ensure resolution of major incidents impacting business units.

Goal:
Accurately identify a major incident, promptly engage technical resources, effectively communicate to the customers affected, and drive the appropriate resources & partners to restore service.

Responsibilities

• Manage incident management bridge calls with support teams, on-call support application teams and management. Manage, escalate, status, and assist, coordinating repair efforts for non-major and major incidents (P1 – P4).
• Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
• Track and document incident updates in real time
• Since Major incidents are highly escalated cases, handling with presence of mind and innovation.
• Experience in handling multiple monitoring tools like Service now, Pager duty, etc.
• Perform quality audits and data analytics on incident tickets to ensure quality and uncover new trends.
• Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
• Provides documentation for Known Error Data Base (KEDB) or similar depository
• Develop process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed
• Ensuring the Process adherence, meeting the Quality norms
• Provide Management reporting on Incident Metrics and Incident Management performance
• Problem Management Activities: Responsible for reviewing Incident tickets to identify common issues indicative of a Problem, working all levels of Problem tickets, and as a process owner enforcing Problem Management processes across the full ITIL problem lifecycle from detection to major problem review & to identify Continual Service Improvement
• Change Management Activities: Audit all change records including confirming the accuracy of the data, ensuring the details of the change are understood and well documented, hosting Change Advisory Board meetings when required and ensuring approvers and other stakeholders are included as needed.

Qualifications

• Bachelor's degree in computer science, Information Technology, or related field.
• 10+ years of experience in incident management or related field.
• Knowledge of incident management processes and procedures.
• Excellent problem-solving and analytical skills.
• Excellent verbal & written communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to manage…