GOC Grafana Analyst and Situation Manager
DXC Technology
- Bangalore, Karnataka
- Permanent
- Full-time
- Highly motivated person, self-starting, positive attitude, and independent decision making
- Ability to analyze and adapt to changing situations, processes, and environment
- Identify process improvements with process and operational improvements
- Strong written and oral Communication working with cross functional teams and vendors (SIAM)
- Attention to detail. Ensure compliance to tasks associated to roles and responsibilities
- Broad technical knowledge across servers, network, exchange
- Prior Operational experience – ITIL certified
- Client facing role
- Manage discovery calls to assess the incident and qualify
- Manage assigned technical Major Incident (MI) calls based on incident assessment
- Ensures Major Incident Management processes are being adhered to:
- Enters quality major incident updates in ServiceNow
- Creates Major Incident Control Document for all MI’s opened in Region.
- Makes timely updates to the Operational Dashboard
- Ensures timely business and technical updates are delivered to the stake holders
- Schedules follow up MI meetings for technical restoration and business updates
- Responsible for the resolution/restoration of service
- Drives Major Incident Business and Technical calls to service restoration (Priority 1 to Priority 5)
- Ensures Major Incident restoration/resolution within the service level agreement
- Ensure Major Incident ticket closure within seven working days from restoration
- Makes sure that the teams (Supplier/Vendors, Application support, ROCs, 3rd party, etc.…) have the right staff involved
- Uses Kepner Tregoe (KY) methodology to solve complex incidents. Obtains applicable landscape maps and gathers additional information to aid in troubleshooting a difficult or unknown caused situation.
- Ensures that meetings are scheduled and take place (including Closures)
- Transitions active Major Incidents and corresponding MI Control Documents to oncoming Region/Shift
- ROC Situation Managers participate in the On-Call rotation
- Contributes to the Root cause analysis (RCA)
- Triggers escalations to ROC Manager, GCC MI Management, Delivery Manager and/or MI Owner in the event a situation call does not progress as expected (e.g. no support from bundle, stake holder unhappy, etc.)
- Actively manages the Disaster recovery activity calls for the IT Service continuity team
- Actively participate in specific MI’s to manage any threat to business
- Actively manage quarterly Integrated Simulated Disaster testing activities for Datacenters
- GOC Major Incident Managers backup the GOC Shift Leader(s)
- Proactively monitored events in the Command Center are assessed and taken up with business, vendors for resolution and restoration (WAN Dashboards, Skype Dashboards, etc...)
- Actively participate with Global Monitoring Operations team to resolve/restore the early events observed
- Actively contribute towards pro-active problem management
- Recommends and provides feedback for Operational work instruction improvements to GOC
- Actively participates in Training Guild progression