Senior Consultant | ITSM | Bengaluru | Engineering | Platform Development & Integration

Deloitte · ✓ Verified company
📍 Bengaluru, India · On-site · Full-time

About the role

Senior Consultant | ITSM | Bengaluru | Engineering | Platform Development & Integration • Job requisition ID : 107232  • Location: Bengaluru • Entity: Deloitte Touche Tohmatsu India LLP  Senior Consultant | Incident Management | Bengaluru   Required Skills - Incident Management: Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts. -  Recovery Process Management: Oversee the recovery process based on best practices and ITIL standards. Process Standardization: Ensure consistent application of the incident management process.  Team Coordination -  Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles. Incident Assessment and Prioritization - Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently. - Reporting: Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged. - Communication: Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates. - Incident Response Procedures: Ensure well-documented incident response procedures are in place and followed. - Service Improvement: Drive continuous service improvements of the process and ITSM incident module. Identify process improvement opportunities and lead efforts. - Strong working experience in Application support & service management tools ServiceNow, JIRA Strong knowledge of issue resolution & escalation practices Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools Incident Management. -  Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts. Recovery Process Management - Oversee the recovery process based on best practices and ITIL standards. Process Standardization. - Ensure consistent application of the incident management process. Team Coordination. - Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles. - Incident Assessment and Prioritization: Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently. Reporting - Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged. -  Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates. Incident Response Procedures - Ensure well-documented incident response procedures are in place and followed. Service Improvement. Drive continuous service improvements of the process and ITSM incident module. - Identify process improvement opportunities and lead efforts. Strong working experience in Application support & service management tools. -  ServiceNow, JIRA Strong knowledge of issue resolution & escalation practices Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools  Education Bachelors/Masters