• Incident Manager

Industry IT
Location Tamil Nadu Chennai
Experience Range 2 - 5 Years
Qualification (B.Tech)

Functional IT- Hardware / Telecom / Technical Staff
Job Description
About Us
“Magna Infotech, now Quess IT Staffing, is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is - ‘A Great Place to Work’ certified – a testament to our excellent culture, people, and processes.”
About Company
Roles and Responsibility

 Job Description

 IPC Manager

Exp - 2 to 5years

Np-15days to immediate

Incident and Problem Management

  • Follow the Incident Management Procedure as per ITIL standards for resolving the Incident within the stipulated SLA for the various agreed severity definitions
  • Restore service, reduce service disruptions, and respond to customer needs as per the SLAs defined
  • Communicate to customer IT team on in incidents related to DC service, VIP tickets, and SLA breaches.
  • Perform vendor coordination in case of problems arising due to hardware failures or due to other causes where the involvement of the customer contracted 3rd party vendors including IBM is required
  • Review trends of the incidents and problems
  • Recommend the possible solution or workaround to address the probable causes of failure and execute the solution through a change management process for EUS related activities.
  • Perform Root Cause Analysis for Severity 1 and Severity 2 incidents/problems and submit the same to the customer.



Change Management

  • Classify the changes as a major, medium, or minor  and  based on risk calculator prepare pre /post-implementation and  rollback plans
  • Test change if required and then release the change into production environment after formal approval from Customer
  • Ashok Leyland has two teams for reviewing the changes, CAB ? Change advisory board, TAB ? Technical advisory board.
  • Change manager will review the change request with the TAB team first and then raise it in the CAB meeting.
  • Change Manager will be assigned to Ashok Leyland team to work with Ashok Leyland IT team for any changes (Major, Minor, and medium) and create and execution of CMR request on the close of the same day. The CAB and TAB meetings will be conducted and once the CMR is approved by CAB members, the changes have to be implemented immediately or latest within 48 hours Multiple non-dependant changes in a single Request will be treated as separate change requests
  • Categorization of the change into Major, medium, and minor with the required risk & impact analysis will be determined by the change management team. Change request raised under security/non-security patch update/firmware update activities will follow lead time based on the criticality as defined above


Patch and Release Management

  • Track patch and firmware versions.
  • Release management shall be limited to security patches and firmware.
  • Carry out the controlled release of patches every quarter, as applicable and released by OEM related to asset baselines as defined in Schedule A- Service Baselines.
  • Follow change control procedures and change management lead times as applicable for patch deployment.
  • Coordinate with vendors to update firmware or hardware patches.
  • Maintain patch configuration information for the servers. The timelines for the applicable patch rollout would be dependent on the severity levels defined by the OEM or product vendor (hardware and software).
  • The timelines for the applicable patch rollout will be as agreed upon with the customer on case to case basis
  • Upgrade of the major and minor versions of the OS.
  • Patch update would be performed post concurrence from the customer.

Vendor Coordination

  • Log calls with customer?s vendors and coordinates for hardware, software, firmware, and OEM (like Microsoft O365, WAN management vendor) related calls for assets listed in Schedule A. Service Baselines.
  • Co-ordinate with AMC vendor to ensure the spare availability committed to the customer.
  • Keep track of response and resolution times agreed by the customer?s 3rd party vendors.
  • Escalation
  • Escalate issues or tickets which have breached service levels by SMS alerts and Email alerts.
  • Escalate issues about vendors? non-performance or delays
  • Escalate issues about users? non-availability or non-cooperation
  • Escalate Customer?s complaints to the appropriate management staff for further action



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