Senior Incident Commander* Job in Zeta

What the role is like ?

• Act as the single source of truth of what is currently happening and what is going to happen during a major incident (Sev0/Sev1/Sev2).
• Detect any incident on the production system and once detected, work closely with the various SMEs across the organisation in order to bring a resolution
• Ensuring effective and rapid response by relevant SMEs to all critical incidents while providing updates to all stakeholders regarding the status of incidents
• Monitor and evaluate high-level service, applications and infrastructure dashboards and takes action to address identified anomalies
• Navigate through intense and chaotic situations, involving multiple stakeholders and focus on bringing resolution to the production incident in a timely manner.
• Understand and clearly communicate the business impact of major incidents
• Prioritises major incidents based on business impact to the client
• Conduct escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
• Responsible for Mean time to detect (MTTD), Mean time to resolve (MTTR), Mean time to acknowledge (MTTA), SLA s for resolution
• Post incident setting up the RCA incident process around the SOPs; RCA action items closure are some of the key metrics and expectations that the person is expected to drive.
• Document pertinent information relating to Incidents that aids process improvement, identifies deviations and enables the creation of an Incident Knowledge Base
• Collate and analyse incident based data for team metrics and KPIs & proactively engage with service teams to identify and evaluate gaps in operational capabilities and improvements to support scalability and resiliency

What are we looking for in the candidates?

• 7 - 9 years of Experience
• Incident Commander is a dynamic role which requires people who are.
• Ready to work in any shift 24X7, to provide monitoring and support to any critical incident.
• Able to resolve disagreements in a positive manner while keeping the atmosphere civil and positive.
• To participate to develop action plans and cooperate with others to solve problems; share their learnings with other members of the team.
• Effective listening to others; decipher the core issue; put across their point of view in an assertive manner and clearly for other to understand; break down complex technical topics into layman terms.
• Able to adapt to new information and situations, work independently and stretch whenever required and are patient with repetitive task.
• Great at noticing systemic problems, connect the dots and come up with options to solve the problem.
• Ready to take ownership of end-to-end processes, keep all stakeholders informed and provide regular updates.
• Able to appreciate nuances of distributed tech systems and are willing to learn new technologies.