12 Incident Resolution Jobs

Location : Bestech Towers (Sector 66-Mohali) Position : System Engineer- Amazon connect Experience : 3 years Position Overview : We are looking for a highly motivated and enthusiastic individual for the role of System Engineer for our US clients infrastructure management. The Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks. Operating in a 24x7 environment, they ensure seamless service operations and user support. Required skills: • Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. • Handle ticket triage, initial troubleshooting, and resolution of standard incidents. • Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. • Execute MACD tasks, including user provisioning, permission management, and skill group adjustments. • Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. • Provide real-time support to resolve technical and operational challenges efficiently. • Maintain and update knowledge base documentation, SOPs, and best practices. • Collaborate with automation teams to streamline routine operational tasks. • Technical support, contact center operations, or IT service management. • Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals. • Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows. • Basic knowledge of VoIP, SIP protocols, and network troubleshooting. Education and/or Experience: • Any Technical qualifications (BCA, B.Tech, B.Sc.-IT). • AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts and Rotational shifts • 5 Days working in a week

Key Responsibilities: Responsible for overall region/area for customer satisfaction Handle corporate customer queries related to Acer products through phone, email, and chat Provide clear, accurate, and timely solutions to customer support issues Manage ASPs responsibly to handle customer issues and complaints, ensuring timely resolution Collaborate with the technical support and service teams to resolve more complex issues, ensuring customer satisfaction at all levels Qualifications: Bachelor's in Computer Science or a related field Technical knowledge of IT hardware Previous experience in a customer service or support role, preferably in the IT hardware industry Strong communication skills, both verbal and written, with the ability to explain technical issues in a clear and simple manner Problem-solving skills with a customer-first mindset Ability to work in a fast-paced, high-pressure environment while maintaining a positive attitude

Key Responsibilities: Responsible for overall region/area for customer satisfaction Handle corporate customer queries related to Acer products through phone, email, and chat Provide clear, accurate, and timely solutions to customer support issues Manage ASPs responsibly to handle customer issues and complaints, ensuring timely resolution Collaborate with the technical support and service teams to resolve more complex issues, ensuring customer satisfaction at all levels Qualifications: Bachelor's in Computer Science or a related field Technical knowledge of IT hardware Previous experience in a customer service or support role, preferably in the IT hardware industry Strong communication skills, both verbal and written, with the ability to explain technical issues in a clear and simple manner Problem-solving skills with a customer-first mindset Ability to work in a fast-paced, high-pressure environment while maintaining a positive attitude

Key Responsibilities AWS Cloud Monitoring Performance Management Design, implement, and manage monitoring solutions for AWS cloud infrastructure using tools like Amazon CloudWatch, AWS X-Ray, or third-party monitoring tools (e.g., Datadog, New Relic, Nagios). Define and set up metrics, alerts, and dashboards for system health, application performance, and infrastructure reliability. Troubleshoot and resolve AWS infrastructure issues to minimize downtime and optimize system performance. Automation Using Ansible Write, manage, and maintain Ansible playbooks for automating configuration management, deployments, patching, and other operational processes. Develop and test automation workflows to ensure reliable execution across different environments. Collaborate with DevOps and development teams to streamline CI/CD pipelines using Ansible. Cloud Infrastructure Management Migration from Chef to Ansible will be added advantage Deploy and manage AWS services, including EC2, S3, RDS, Lambda, VPC, CloudFormation, etc. Optimize AWS resources for cost efficiency and performance. Stay updated on the latest AWS offerings and recommend relevant services to enhance infrastructure. Incident Management and Problem Resolution Monitor system incidents and resolve them efficiently, ensuring adherence to SLAs. Perform root cause analysis and implement preventive measures to mitigate recurring issues. Maintain and improve incident response processes and documentation. Documentation and Reporting Maintain accurate documentation of infrastructure configurations, monitoring systems, and automation scripts. Create reports to demonstrate cloud environment health, resource utilization, and compliance. Share knowledge and best practices with team members through documentation and training sessions. Security and Compliance Implement security best practices for monitoring and automation scripts. Ensure systems are compliant with organizational and regulatory requirements. Collaborate with security teams to perform vulnerability assessments and patch management. Required Skills and Qualifications Technical Skills: Extensive experience in AWS services, architecture, and tools (e.g., CloudWatch, CloudFormation, IAM, EC2, S3, Lambda, etc.). Proficient in writing and managing Ansible playbooks for automation and orchestration. Experience with monitoring tools and setting up dashboards (e.g., Datadog, Prometheus, Grafana, etc.). Strong understanding of networking concepts within AWS, including VPCs, subnets, routing, and security groups. Experience with Linux/Unix environments and scripting languages like Python, Bash, or PowerShell. Familiarity with CI/CD tools like Jenkins, GitLab CI, or AWS CodePipeline. Knowledge of cloud cost optimization strategies and resource tagging. Soft Skills: Strong problem-solving and troubleshooting abilities. Excellent communication and collaboration skills to work effectively with cross-functional teams. Ability to multitask and prioritize tasks in a fast-paced environment.

Manage IT deliverables for Voice support across multiple shifts with rotational weekly offs Maintain close working relationships with IT support teams, service management, business, and IT security teams to ensure effective user access and incident management Process client requests as per organization's security policies and existing mainframe access control lists Display high standards of professionalism, email etiquette, and ownership for handling and resolving requests Exhibit team spirit and cohesiveness to manage requests and sub-tasks effectively Manage deliverables for Voice and Chat support access provisioning within offshore scope Route requests to appropriate resolution groups when out of offshore team's scope Monitor status and progress toward resolution of open incidents Provide access as per user requirements and keep requestors informed on progress Assign incidents, escalate process-related matters if required Coordinate with other support teams for resolution and closure Communicate with Aviva employees, contractors, and vendors via telephone, email, and electronic communication Collaborate with sister departments to fulfill requests while maintaining ownership

We are keenly looking for a resource with 10+ years of experience who had both technical and managerial experience to execute a lead position from offshore. Primary Skill: Azure DevOps, Jfrog Artifactory, SonarQ, DevSecOps(SAST & DAST), Azure native App Security Secondary Skill: Containerization and Orchestration tools. Shift details: Day shift overlapping with EST (2PM-10:30PM) Technical Leadership & team management at Offshore: • Technical Leadership: Provide guidance to ensure best practices and quality standard are maintained in deliverables. Understand Selective standards and help ensure deliverables meets and adhere to the standards. If standards are missing collaborate with the core team to build standards as needed/required • Team Guidance: Lead and support DevOps engineers to achieve project goals. • Team Management: Lead and coordinate offshore DevOps teams. • Sprint Planning: Assist with offshore sprint planning, estimates, and timelines for the work aligned. • Work Execution: Run stand-ups and manage work execution. • Resource Optimization: Optimize team member capacity utilization. • Risk Management: Identify and mitigate risks aligned to the work • Documentation: Maintain detailed documentation of processes and projects Mature Offshore-Driven Operations and Operational capabilities : • SOP Development: Create standard operating procedures for operational tasks. • Communication: Establish clear channels with DevOps service consumers and stakeholders. • Continuous Improvement: Encourage innovation and automation. • SRE for key DevOps tooling: Build Site Reliability Engineering around DevOps platforms and tools. Build health checks for the key platforms. • Keeping platforms/tooling evergreen. Report/track on tech currency • Improve & automate operational onboarding - drive platform Self service capabilities for our end customer Collaboration and Coordination: • Stakeholder Updates: Provide regular updates to stakeholders. • Team Collaboration: Work with development, QA, and operations teams. • Performance Tracking: Develop and monitor key performance indicators (KPIs).

Role & responsibilities Looking exp around 8+ Years Mandatory skills: AWS Cloud Watch and or New Relic observability tool Monitoring of technical and business events/metrics Monitoring of alerts and taking necessary actions Customer/Store Reps interaction on call and email and Teams Incident Resolution/Tasks handling/ Bug Fixes as per L2 level Anchoring the Critical Incident calls/issues as per Client process AWS Cloud Watch and or New Relic observability tool Should be OK for 24*7 rotational shifts incl. weekends/holidays/night shifts Client expects that person is pro-active, has good communication skills and solid support experience along with above points. Share me your updated resume recruiter.wtr26@walkingtree.in

Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : Incident Management Good to have skills : Change Management Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Infra Tech Support Practitioner, you will provide ongoing technical support and maintenance of production and development systems and software products, both remote and onsite. You will work within a defined operating model and processes, implementing technology at the operating system-level across all server and network areas, and for specific software solutions/vendors/brands. Roles & Responsibilities: Expected to be an SME Collaborate and manage the team to perform Responsible for team decisions Engage with multiple teams and contribute on key decisions Provide solutions to problems for their immediate team and across multiple teams Ensure smooth incident management processes Implement effective change management strategies Professional & Technical Skills: Must To Have Skills:Proficiency in Incident Management Good To Have Skills:Experience with Change Management Strong understanding of incident resolution processes Knowledge of ITIL framework for incident management Ability to prioritize and manage multiple incidents simultaneously Additional Information: The candidate should have a minimum of 5 years of experience in Incident Management This position is based at our Jaipur office A 15 years full-time education is required Qualifications 15 years full time education

Job Title:Dynamics F&O Support Consultant Experience5-10 Years Location:Bangalore : Technical Skills: A minimum of three years’ experience working with Microsoft Dynamics Finance and Operations. Proven functional experience in the resolution of Production and Warehouse incidents plus other AX modules, SCM and Finance. AX2012 and AX2009 experience is desirable Microsoft Dynamics accreditation preferable, with exposure to the management and resolution of D365 F&SC tickets being essential. Project Management and/or Delivery experience would be beneficial to the role. Proven ability to deliver high quality support to customers in line with SLAs. Strong written and verbal communications skills. Proven ability to pick up new concepts and technologies. (Experience in Power Platform and Azure integrations will be a key part of the role going forward. Experience in Dynamics ISVs and working with third part support teams is desirable ITIL knowledge and accreditation is desirable. Internal training course content can be provided as part of ongoing learning and personal objectives Business and requirements analysis. Effective problem solving and analysis skills. Excellent telephone manner and both verbal & written communications skills. Effective listening skills with a high level of attention to detail. High degree of insight and practical skill. Team-oriented; willing to align work with team’s priorities and goals. Able to assist Team Leaders in the co-ordination of issues and Onboarding activities. Able to influence, negotiate and build consensus. Strong time management skills and multitasking abilities. Being able to work on own initiative with a minimum of guidance. Ability to think clearly under stress. Clear and effective communication. Responsibilities Investigate and resolve Incidents and Problems relating to the Dynamics 365 Finance and Supply Chain product (and all related Microsoft Dynamics F&O and AX systems as required). Communicate and trouble-shoot Incidents and Problems alongside third party providers where required in a timely and professional manner through to resolution. Provide Consultancy as required for customers including the provision of advice and Change where required. Ensure support calls are logged and the resolution is documented on the support site. Take ownership of user problems and be proactive when dealing with the issues. Redirect or escalate support requests to the appropriate member of staff or Microsoft Provide support to existing clients and internal users. Proactively provide information to users on the progress of outstanding support calls in a professional and timely manner. Develop effective relationships with the company’s customers, suppliers, partners and internal stakeholders. Work on investigating and providing resolutions to customer and internal support cases and effectively manage and prioritise these using support systems. Adhere to the Change Control policy. Be available to assist outside of UK working hours where required for high priority Incidents Provide support for the P1 “Out of Hours” process as part of an on-call support rota

Job Summary Monitoring and Communication Remote Infrastructure tickets monitoring across all towers Provide appropriate communication to impacted infrastructure stakeholders about business impacting incidents events in case of P1 incidents Monitor ServiceNow queues and assign to technology towers as per the shift roaster 24 by 7 on seat support Responsibilities Monitoring and Communication Remote Infrastructure tickets monitoring across all towers Provide appropriate communication to impacted infrastructure stakeholders about business impacting incidents events in case of P1 incidents Monitor ServiceNow queues and assign to technology towers as per the shift roaster 24 by 7 on seat support Command and Control Follow established incident management process using BandLs ServiceNow instance Coordination Documentation and Reporting Coordinate with all relevant teams for incident resolution Coordinate with service desk and other third-party teams Follow a predefined escalation process for critical issues as well as escalate to Level 2 and Level 3 support Preparation of Monthly and Quarterly presentations Ad hoc report preparations Raising On-boarding Off-boarding requests and tracking them to closure

Hello Talented Techie! We provide support in Project Services and Transformation, Digital Solutions and Delivery Management. We offer joint operations and digitalization services for Global Business Services and work closely alongside the entire Shared Services organization. We make optimal use of the possibilities of new technologies such as Business Process Management (BPM) and Robotics as enablers for efficient and effective implementations. We are looking for Service Competence description The service to be provided is focused on Application support at Siemens. To achieve this, Siemens expects the following competences to be available at the service provider: Incident resolution within internal applications. End-to-end customer experience providing a single point-of-contact. Incident Management Incidents, queries & service requests Application support for Siemens Digital People Solutions, namely on PKI card & certificates support. Detailing all actions and communication in the tickets. Knowledge transfer inside the team regarding the applications and support activities eg Creation of use cases & documentation Evaluation of service needs & suggestion of improvements, proactively identifying and reporting issues Participating in jour fix & service meetings, being involved in upcoming changes & proactive feedback. To deliver the above competences, Siemens considers relevant for the outsourcing company to assure consultants with a skillset and experience covering: Fluent in English - spoken and written (required). Agile & proactive approach. Proven experience in Application Support. Experience in Help Desk / Service Support. Proven skills in ticketing tools (egServiceNow) is a must. Ability to learn customer support processes and techniques. IT Infrastructure library (ITIL) certification is a plus! Experience with handling certificates and/or PKI support is a must. Active Directory support experience can be helpful. Ability to work on CET (Central European Time) - required. Problem solving and research skills. Proficient in Microsoft Office (required). SharePoint/Wiki or/and webpage skills are helpful. Collaboration, Strategic thinking & planning with good organization skills are a must. Create a better #TomorrowWithUs! We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us. This role is based in Bangalore. But you"™ll also get to visit other locations in India and globe, so you"™ll need to go where this journey takes you. In return, you"™ll get the chance to work with teams impacting entire cities, countries and the shape of things to come. We"™re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and creativity and help us craft tomorrow. Find out more about Siemens careers atwww.siemens.com/careers

About The Role Primary Function The Primary function of this position is to provide production support for the Integrations suite of products across the enterprise. The Lead Operations Analyst will be responsible for Providing techno-functional support of Sterling Integrator (B2BI) andCleo Harmony (MFT) Provide supplemental support on Dell Boomi for SuccessFactors, MuleSoft and other misc middleware applications Provide leadership with troubleshooting, incident management, service requests and continuous improvements on Integration platform and related applications Accountable to maintain technical system and process documentation. An incumbent in this role must be able to work across different versions of integration middleware, understand SAP data interfaces, and other various business applications. Dimensions: Demonstrated experience within IT Service Management, Customer Service, Incident and Service Request Management. Demonstrated experience in application administration, configuration, ITIL software lifecycle, data integrations. Should be gaining expertise on other related middleware applications (for example Sucessfactors and MuleSoft), data warehousing, ITIL, PMP, and report generation 5) Principal Duties & Responsibilities Provide Support & Service Delivery for Integrations suite of applications including but not limited to Sterling Integrator (B2BI), Cleo Harmony (MFT), Dell Boomi for SuccessFactors, MuleSoft, SAP integrations, and other misc. middleware applications. Strong focus on end-user support, ticket management, IT process management, technical leadership Day to day support and maintenance for B2BI and MFT Understand the business processes, how the application supports the business processes and apply this knowledge to best solve problems Provides alternatives and recommendations based on best practices and application functionality Evaluate logical views, data hierarchies, integrations and reporting structures Assist users with problems and resolves issues independently, strong incident resolution management Work with existing systems to track and manage service requests and issues. Assist in requirement gathering and create and maintain system and user documentation 5.a) Additional specialized Duties & Responsibilities Change Management Creates and implements Requests for Change and adheres to all documented change management processes. Assesses the technical impact of RFC and may attend Change Advisory Board (CAB) meetings, when appropriate. Leads minor enhancement/change management efforts. Technical and Functional Requirements for New Projects Works with project team to understand technical and functional requirements for the purpose of transitioning to support. Reviews the design of new service requirements to ensure it can be supported. Provides recommendations to improve design and/or cost of technical and functional requirements. Production Support Coordinates problem resolution among team members. Provides at least Level 2 operation and maintenance support. Analyzes activity and problems to discover and prevent systematic errors. Diagnoses accessibility, availability or operability problems. Researches, analyzes, and determines the appropriate course of actions for fixing problems, identifies and mitigates risks, and implements solutions. Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problems. Escalates/communicates issues when necessary. Documents, monitors, reports, and manages the resolution of systemic Issues. Proactively monitors and reviews data integration points, applications, ticket history to identify areas of improvement. Vendor Management Reviews vendor contracts for alignment with desired results. Provides advice and counsel to the vendor relationship decision-making and contract development processes. Reviews service provider performance. Identifies and confirms performance problems and notifies contract managers. Technology Management/Leadership Provides clarity on objectives, scope and organizational change management. Manages IT technology solutions to ensure successful fulfillment of end-user requirements, proper and accurate testing and sound implementation. Provides technical leadership and mentoring throughout the organization and team regarding suite of applications Ensures system technical and process documentation for applications meets minimum requirements. Leadership over small projects and teams to complete continuous improvement efforts.