Manager, Incident

ABOUT US

Syniti is the enterprise data partner, empowering anyone who relies on data to make business-critical decisions by delivering data they can trust through a unique combination of intelligent software and experts who deeply understand the role of data in enterprise growth.

Trusted by the Fortune 2000, Syniti helps leading businesses reconfigure the role of enterprise data from afterthought to foundational first step; enabling them to unlock valuable insights that ignite growth, reduce risk, and expand their competitive advantage.

Syniti’s Data First philosophy and enterprise data management platform supports data migration, data quality, data replication, data matching, master data management, analytics, data governance, and data strategy in a single, unified solution.

As an innovative, global leader in Enterprise Data Management, the combination of our award-winning software platform and premier consultants creates a unique advantage for leading enterprises. Syniti is also a preferred data solution used by the world’s top system integrators. Headquartered in Boston, Massachusetts with offices in 25 countries around the world, Syniti operates in all global regions and industry verticals, and maintains a 100% client success rate across thousands of complex data projects and initiatives.

The ROLE

The Incident Manager should be able to restore service operations as soon as possible, act as a change manager to ensure effective implementation of change management process, perform the role of a problem manager to perform RCA for outages by applying problem solving techniques like Brainstorming, 5 Why methodology etc. The Incident Manager will also be responsible for creating reports, dashboards and maintaining the help centre website and improve capability of ITSM tool used within the organization.

WHAT YOU WILL DO

• Act as a single point of contact for Major incidents
• Co-ordinate efforts to restore normal service operations as quickly as possible to minimize impact on business operations to our clients or Internal Organisations
• Effectively communicate the progress of investigation to internal and external stakeholders
• Lead conference calls during a Major Incident, engage different teams across the organization
• Perform Hierarchical and Functional escalation
• Document PIR
• Lead CAB calls and identify areas of improvement
• Perform Failed change analysis and implement CSI for reducing failed changes
• Ensure effective implementation of change management process
• Perform RCA using problem solving techniques such as Brainstorming, 5 Why methodology etc
• Identify trends and act of proactive problem tickets to reduce tickets and outages
• Responsible for reporting, dashboards and maintaining the ITSM tool
• Responsible for managing the help centre website
• Work with multiple teams at different levels within the organization for effective implementation of ITIL best practices
• Device SIP and CIP for better quality of service.

WHAT IT TAKES

• Exceptional organizational skills with the ability to prioritize many different competing requirements simultaneously with have a high degree of attention for detail 
• Excellent written and verbal communication skills with the ability to communicate clearly with Management.
• Should have a good understanding of IT Infrastructure (Servers, Network, Backups, Storage, AD)
• Incident Management
• Change Management
• Prob