Problem And Incident Manager
Isha Yoga Center

Isha Yoga Center

Context of this Job

This is an open position for IT at Isha Business Private Ltd (Isha Manpower Resources).

Sadhguru’s vision for Isha Business is inclusive in nature. The enterprises support Isha’s social projects and spiritual endeavors, making them sustainable and financially independent, and thus, more able to contribute to society’s wellbeing.

Read more about Isha Business Private Ltd (Isha Manpower Resources)...

What your role will be

Incident Management Role: - Effective Major Incident Management (MIM) - Restore the service within Service Levels - Top most priority for this role - Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible - Assign unresolved Incidents to appropriate Tier 2 Support Group - Log all Incident/Service Request details, allocating categorization and prioritization codes - Keep users informed about their Incidents’ status at agreed intervals - Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) - Provide first-line investigation and diagnosis of all Incidents and Service Requests - Verify resolution with users and resolve Incidents in ITSM tool - Escalate Major Incidents to the Incident and/or Problem Manager - Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator. - Owns all Incidents and Service Requests throughout the lifecycle - Restore a failed IT Service as quickly as possible - Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors - Services are requested by Tier 1/2 Support if required for solving an Incident - Liaison between IT and external support provider - A subject matter expert for a specific service Problem Management Role: - Perform the management of both reactive root-cause analysis and proactive trend analysis within IT. Management of the Major Incident Management (MIM) process and ensure adherence of the process and escalation requirements within the various support and delivery areas. - Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems - Post Mortem Reviews: call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner - Trend Analysis: produce trends analysis of recurring

Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved. - Customer Interface: delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organisation; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Centre viewpoint & input

Required Competencies

Minimal Educational Qualifications: Master of Science Computer Science

Skills and Competencies: Analyzing and Assigning issues Restoring Services

Computer Skills: Good working knowledge of Windows Server 2008, Windows 7, Windows 8, Windows 10 and Ubuntu Having knowledge in Macintosh Expertise in MS Office product functionality particularly in Word & Excel

Required Work Experience: 3 years

Gender Preference: Male

Isha Yoga Center Headquarters of the foundation is situated at the Veligangiri foothills, also known as the Kailash of the South.

What do we look for in our candidates?

Entrepeneural Spirit and an egoless nature.

Proven work ethic with utmost integrity and desire to excel and succeed.

Self motivated, passionate, empathetic and approachable.

You love to have fun, but you also take your responsibilities seriously.



Contact us

Phone: (0422) 2515609 / 2515610

Email: hrd@ishafoundation.org

Isha Yoga Center
Velliangiri Foothills
Ishana Vihar Post
Coimbatore – 641 114
Tamil Nadu, India.