Job purpose

Is in charge of restoring normal service operation as quickly as possible in cloud-based platforms & integrated systems to minimize the impact to EcoStruxure community of SE.

Duties and responsibilities 

·  Point of contact for all major incidents in EcoStruxure community.

·  Play the role of Major Incident Manager in case of major incidents by engaging technical teams until resolution, while also managing communication with business stakeholders.

·  Provide guidance to the team and get them aligned to the Incident Management process.

·  Monthly Incident reporting for all platforms supported in EcoStruxure.

·  Major Incident reporting with uptime metrics to the respective stakeholders.

·  Ensure higher levels of service availability via monitoring and expedition of incidents.

·  Monitor the incidents to ensure that the Service Level Agreement are respected.

·  Understand the architecture and evolution in IOT enabled platform and integrated systems supporting the business process.

·  Follow up on RCA of Sev1s and recurring problems.

·  Drive major & recurring issues to closure by engaging problem management team.

·  Communicate effectively with users, collaborate with stakeholders and colleagues across locations.

·  Escalate issues and other topics to the right team when needed.

·  Document the knowledge base and share with team members.

·  Promote Knowledge management & documentation n the organization.

·  Learn new Tools/ Technologies as per business requirements.

·  Strong adherence towards process orientation and promote best practices in the team.