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Overview

Position summary:  

• We are looking fora Software Engineer inIncident Managementrolewhowill betheresponsiblefor handling incidents/communicating to different teams across the organization to resolve the customer issues quickly.Communicating the resolution stages to the customer and specific set of people in organization.

• Youwill be responsible to classify received incidents and undertake an immediate effortto restore a failed IT Service as quickly as possible by working with the technicalteamsto minimize the impactonbusiness operations.

• Responsible for coordinating all the activitiesrequiredto perform, monitor, and report on the process.

• Owns assignedIncidents and Service Requests throughout the lifecycle.

What you will do:

• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.

• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements

• Document troubleshooting steps and service restoration details.

• Inform andsubmitknowledge articlesfor review.

• Verify resolution with end-users and resolve assigned Incidents.

• Escalate Major Incidents to the IncidentLeadand/or Problem Manager.

• Escalate unresolved Incidents to Tier 3/Incident Lead.

• Log all Incident/Service Request details.

• Escalate unresolved incidents to external support, e.g., Software and Hardware Vendors and liaison between IT and external support providerby coordinating with teams in the organization.

• Might involve some early morning shift or evening shifts (India time) to overlap work with US teams. Mostly will not involve verylate-nightshifts.

What you bring:

• 1-4+ years of experiencein handling escalated incidents andmonitoringthe application performance as well as infrastructure using various tools available.

• Listening and synthesis skills.

• Previousexperience with major incidents (either as a participant or an observer).

• ITIL® 3/ITIL® 4 Certificationwill be an added advantage.

• Expertisein ITSM tool preferably Salesforce.

• Strong communicationskills.

• Problem-solving skills.

Job Locations IN-Pune

ID 2024-3940

Position Type Full-Time

HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.