• Provide technical direction and coordination to the resolver groups involved during an incident and disaster recovery.
  • Provide appropriate inputs to the problem management process, RCA preparation.
  • Develop an understanding of the client’s organizational structure and infrastructure environment.
  • Drive group chats and bridge calls effectively to resolve incidents.
  • Handle conflict situations and make quick decision while driving incidents.
  • Manage and drive third parties to the quick resolution of incidents.
  • Manage the use of Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
  • Manage the incident a make informed decision to escalate as Disaster and managed the disaster accordingly.
  • Classify and resolve incident within the specified SLA.
  • Track incident until closure.
  • Conduct monthly briefing to the customer on incident and problem management.
  • Provide regular report based on SLA measurement and performance of incident and problem management.


  • Minimum 5 years of working experience in above-mentioned processes.
  • Degree, preferably IT or Engineering-related.

Shortlisted candidates will be offered a 1 Year Agency Contract employment.