Critical Incident Lead - iPoC Support

Job Description:

• Responsible for setting up OnePOC (Operations Center) and running it effectively with SRE led approach.

• Enable POC with all Required dashboards from OnePOC products like (Grafana, ELK, NetBrain, SevOne, AppD, ServiceNow ITOM etc.)

• Ensure Full Stack Observability with narrative insights and proactive remediation of anomalies.

• Adoption of Automation Bots and Conversational AI to avoid manual efforts.

• Understand Service Mapping, Event Management and Correlation concepts.

• Ensure TAT reduction in MTTD, MTTI, MTTr, MTTR and Responsible for

preventing & proactively capturing Major incidents at OnePOC.

• Ensure the OnePOC team is fully equipped with all dashboards, telemetry data to analyze the alerts, metrices, logs.

• Collaborate with Service Operations ( Compute, Cloud, Network) team to provide input on root cause and ensuring permanent Fix.

• Collaborate with Tools team to ensure monitoring covers entire footprint

and identify finetuning & optimization opportunities

• Ensuring Zero reactive MIMs & collaborate with other stakeholders for

capturing & channelize Proactive MIM prior reporting by user.

Skills:

• ITIL v3 or ITIL 4 Foundation, plus certification. MUST