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Photon Interactive UK LimitedPL

Incident Manager | Offshore

Photon Interactive is a global digital transformation and IT consulting firm that partners with Fortune 100 companies to deliver innovative mobile-first and cloud-first digital experiences.

Photon Interactive UK Limited

Employee count: 5000+

India only

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Incident Manager - Job Description

  • Perform L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
  • Monitoring alerts or incidents and acknowledgement per defined SLA.
  • Perform health check activities and monitor performances of infrastructure components & applications.
  • Engage third parties (as required) to support resolution for Supplier Services
  • Initiate the technical bridge upon Major Incident declaration.
  • Engage Incident commander/ supervisor/on call manager.
  • Engage other technical teams to support resolution for supplier services.
  • Confirmation with end users for issue resolution and update all stakeholders on technical bridge.
  • Keep the incident updated as per discovery or end user information on real time basis.
  • Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
  • Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
  • For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
  • Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
  • Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.
  • Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.
  • Perform proactive problem management.
  • Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
  • Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.

Must Have

  • Experience in Jira, Monitoring & ServiceNow tools
  • MS Office Tools
  • Ability to create monitoring dashboard
  • Ability to drive MI calls
  • Strong Problem-Solving skills

Good to Have

  • Any Scripting/programming language
  • ITIL certification
  • SQL basics

About the job

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Posted on

Job type

Full Time

Experience level

Location requirements

Hiring timezones

India +/- 0 hours

About Photon Interactive UK Limited

Learn more about Photon Interactive UK Limited and their company culture.

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Through groundbreaking technology, we are revolutionizing the digital landscape at Photon Interactive. As a global leader in digital transformation and IT consulting, we are dedicated to empowering the world's most forward-thinking enterprises with the tools they need to thrive in an era of rapid technological evolution. Our mission is to bridge the gap between creative vision and engineering excellence, delivering mobile-first, cloud-first, and AI-driven solutions that redefine customer engagement. We partner with over 40% of the Fortune 100, serving as their trusted digital agency of choice to navigate the complexities of the modern digital economy.

At the heart of our innovation strategy is 'Digital HyperExpansion', a philosophy that embraces the convergence of digital and physical worlds. We leverage cutting-edge technologies such as generative AI, microservices, and omnichannel architectures to build scalable, robust, and highly personalized digital experiences. From revitalizing legacy systems to pioneering next-generation applications, our team of over 5,000 digital engineers works tirelessly to push the boundaries of what is possible. By integrating data intelligence with intuitive design, we ensure that our clients not only meet the demands of today's digital-savvy consumers but also anticipate the trends of tomorrow, driving sustainable growth and competitive advantage in a hyper-connected world.

Employee benefits

Learn about the employee benefits and perks provided at Photon Interactive UK Limited.

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401(k) Retirement Plan

Retirement savings plan to help employees prepare for their future.

Paid Time Off (PTO)

Generous paid time off policy for vacation, personal, and sick days.

Family and Medical Leave

Up to 12 weeks of unpaid family and medical leave for eligible employees.

Photon University

Continuous learning programs and opportunities to work with the latest technologies.

View Photon Interactive UK Limited's employee benefits
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Photon Interactive UK Limited

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