Incident Manager

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Job Description

Job Title: Incident Manager (IM)

Location: India

Job Overview:

As an Incident Manager (IM) in our dynamic IT team, you will play a crucial role in ensuring the reliability, availability, and performance of our applications and systems. You will be responsible for managing incidents, addressing problems, and handling changes to maintain a robust and scalable infrastructure. This position requires a seasoned professional with a deep understanding of IT operations, system architecture, and a proactive approach to problem-solving.

Job Duties:

1. Lead and coordinate the response to IT incidents, ensuring swift resolution and minimal disruption to operations.
2. Take ownership of incidents, perform root cause analysis, and implement corrective actions to prevent recurrence.
3. Establish and maintain an effective incident response process, including clear escalation paths and communication procedures.
4. Collaborate with cross-functional teams to address incidents promptly and efficiently.
5. Work closely with internal teams and external vendors to coordinate incident resolution efforts.
6. Identify trends and patterns in incidents to proactively address potential issues before they escalate. Develop and maintain a library of incident response documentation and playbooks.
7. Maintain detailed records of incidents, including timelines, actions taken, and resolution details. Generate incident reports for management review, outlining key metrics, lessons learned, and recommendations for improvement.
8. Participate in an On-Call rotation during day hours for critical incidents.
9. Develop and implement comprehensive change management plans for all IT changes, ensuring alignment with organizational goals. Conduct meetings to evaluate proposed changes, assessing impacts, potential risks, and benefits on existing systems and processes.
10. Participate in the planning and execution of major changes or migrations to the production environment, coordinating with relevant teams for seamless deployment.
11. Communicate effectively with stakeholders, providing clear and timely information on upcoming changes, progress, and post-implementation status.
12. Proactively identify and address potential issues before they escalate into incidents. Work towards preventing the recurrence of incidents by analyzing trends and patterns in historical data.
13. Maintain comprehensive documentation for known problems, including detailed information on their root causes and resolution strategies.
14. Possess knowledge in monitoring solutions for the prompt detection and response to issues. Collaborate with cross-functional teams to monitor and alert on critical application functionalities and systems for early identification and swift resolution.
15. Conduct periodic alert discussions to validate the effectiveness of alerting thresholds, avoiding false positives, and refining response procedures. Integrate monitoring and alerting solutions with incident management tools to streamline the incident response process.
16. Ensure highly available and scalable infrastructure are maintained to meet business requirements. Develop and enforce best practices for system reliability, including fault tolerance, monitoring, and disaster recovery.

Qualifications

Qualifications:

• Bachelor’s in computer science, Information Technology, or a related field.
• Proven experience as an Incident Manager or similar role, demonstrating a track record of successful incident resolution.
• Certification in relevant processes and technologies (e.g., ITIL foundation, AWS Cloud practitioner).
• Proficiency in Amazon Web Services (AWS).
• Knowledge with CI/CD pipelines and version control systems.
• Knowledge of microservices architecture and distributed systems.
• Good understanding of networking principles and storage solutions.
• Familiarity with monitoring and alerting tools (Nagios, CloudWatch, Dynatrace).
• Proven experience in IT change management, showcasing a strong understanding of change control processes.
• Familiarity with incident management, change management tools, and methodologies.
• Strong analytical, problem-solving, communication, and interpersonal skills.
• Ability to work in a fast-paced and collaborative environment.

Additional Information

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland.  We value learning, caring and results and make inclusivity and diversity a top priority.  In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong.  We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.