Job Description

• Mumbai

About Us.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

What You’ll Do

• Monitoring Server infrastructure, bandwidth utilization and website up-time through various monitoring applications and action alerts appropriately following the agreed OLA.
• Manage & drive restoration efforts for all IT incidents by guiding technical teams to execute timely resolutions. To use necessary escalation channels whenever appropriate to achieve resolution of incidents within the agreed service level agreement.
• Coordinate and manage communication bridges with intelligence and authority. Maintains bridge commander presence throughout the event.
• Provide timely, succinct, and clear written and verbal communication to all stakeholders during internal crisis events including the delivery of a written Service Interruption Report within 24 hours of service restored declaration.
• Manage ticket life cycle of all major incidents ensuring adherence to pre-defined incident & problem management process flow. Should also be able to assess data, identifying gaps, trends, and inaccuracies, and turn that data into actionable outcomes and opportunities.
• Track, report and manage all follow-up actions for timely closure including procedure, process, training, technology, and people actions associated with improving services.
• Mentor team members on industry best practices of IT Service Management and help drive standard processes, training, and responsiveness for internal crisis events.
• Completes daily, weekly, and month-end reporting and analysis of key performance indicators for the technical leadership team, including analysis of key performance metrics to help management evaluate the success of programs and projects.
• Review all the scheduled changes and ensure all the activities designed to implement the change are as per the standards containing scheduled start/end time, affected components, impact to users/customers, roll back time & procedure.
• Problem Management - you are responsible to act as the liaison with teams responsible for problem resolution, ensure the problems are resolved within the agreed SLA, and coordinate major problem review and closure.

Who You Are

• At least 3- 5 years of experience in IT Service Management especially Incident, Change and Problem Management processes and procedures. Exposure to monitor network, server and other infrastructure services is preferred. Hands on experience with Service Now, MS Tools, Zabbix, Nagios, Jira is highly desirable.
• Willingness to work in rotational shifts including night shift. We operate 24x7.
• Team player showing genuine commitment, readily available to support fellow team members and mentor them when needed. Should liaison with different functional groups and business units seamlessly.
• Strong communication (English) skills are particularly important for this role and able to translate messages and information to people at all levels. Must be able to write concise, internal-customer documents that anticipate and answer executive level questions after an outage or internal crisis event.
• Excellent working knowledge of best practices such as ITIL or other equivalent programs (COBIT, PRINCE) in IT Service Management.
• Possess methodological mind. Incident Managers need to use systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefits.
• A Problem solver, an Incident Manager must be adept at finding solutions to problems and trialing different ways to find a resolution.