SR SO Incident Manager - Service OperationsHyderabad

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  • CategoryIT - Software
  • Sub CategorySoftware Developer - IT
  • LocationHyderabad
  • CompanyMicrosoft India
  • Posted date on our Website02 February 2011
  • Expiration Date02 February 2011

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Here are the details of SR SO Incident Manager - Service Operations job in Microsoft India. This job or placement paper has been sourced from either company website or newspaper or other media and from students who appeared for this job. User is requested to verify the data before applying for the job.

This Job is eligible for the following work arrangements :Flex Time

Summary of Job Profile:-

Service Operations includes roles that implement, operate and restore, improve/optimize new/and/or existing services (integrated and scalable, end-to-end systems, networks, and platforms). They also manage supportability and troubleshoot the availability of applications, properties, systems, networks, and servers. Key impact areas include: implementation (release planning, change management, configuration management governance, installation and configuration), operations (service monitoring and control, vendor management, compliance management and reporting, service level management, and capacity management), restoration (incident management and problem management), and improvement/optimization (performance optimization, cost optimization, tools and automation, and continuity planning). Specific roles include: Operations Analysts, Database Administrators, Systems Administrators, Configuration Managers, and Network Administrators, Incident Managers, Major Incident Managers.

Summary of Role in Business Process:-

Incident Management Incident Management: Documents and investigates escalated incidents or incidents across multiple service dependencies, resolves them by using innovative engineering practices, and documents those innovations into engineer standards while monitoring the overall quality of incident management Major Incident Manager: The Major Incident Manager is to be accountable for the activities and resources required to resolve hierarchically escalated incidents. Responsibilities: Accepts escalation of major incidents Performs major incidents escalation evaluations and manages escalation activities Understands the business impact of each escalation Ensures all communications regarding escalations are planned and orderly, timely and accurate Coordinates the creation of Major Incident Teams Leads each Major Incident Team and is responsible for ensuring the team members have the necessary skills to respond and resolve escalation Conducts checkpoint status review meetings Conducts post major incident reviews and closes escalation after customer approval Uses post major incident review results to develop and document follow-up action plans Ensures the action plans are completed in a timely manner Provides data on escalation history and manages requests for information regarding escalations Ensures that Emergency Requests for Change required as part of escalation are documented Schedules and facilitates escalation meetings and phone conferences
Professional Training and Certification Foundation Certificate in Microsoft Operations Framework (MOF 3.0,4.0) Foundation Certificate in ITIL V2, V3 ITIL Managers (V3) or Practitioner (V2) Certificates FEMA - Incident Command System (ICS) Level 100 & 200 Training MCSE Certification a plus.
Knowledge, Skills, and Abilities Demonstrated experience in Application and/or Infrastructure Support including Service, Problem or Incident Management. Sound troubleshooting skills Feedback/Metrics collection techniques Preferred experience in technical writing, technical research and technical project management. Ability to deal with the ambiguity associated with working in a fast paced and changing environment. Excellent written and oral communication skills Leadership skills: Sound problem resolution, judgment, negotiating and decision making skills. Strong Project Management Skills. This includes experience managing projects within the incident management or similar field in a faced paced, unstructured environment. Strong analytical and organizational skills BA/BS in Business and Master’s Degree in Computer Science, MIS, or related field or three to six years of equivalent experience BS/BA in Computer Science, MIS, Business, IT or related field preferred 8+ years of experience in technical IT Operations including working knowledge of MOF/ITIL best practices and demonstrated experience with implementing and operating systems within these frameworks. 8+ years of experience managing supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems. Microsoft certification in one or more disciplines desirable (MCSE, MCDBA, or similar)


Competency Proficiency
Analytical Problem Solving 3
Building Customer/Partner Relationships3
Confidence 3
Cross-Boundary Collaboration 3
Customer-Focused Innovation 2
Impact and Influence 3
Interpersonal Awareness 3
Passion for Quality 3
Project Management 2
Strategic Insight 2
Technical Excellence 3
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About Microsoft India:-

Microsoft entered India in 1990 and has since worked closely with the Indian government, IT industry, academia and local developer community for ushering in some of the early successes in the realm of IT. Microsoft currently has offices in 13 cities - Ahmedabad, Bangalore, Chandigarh, Chennai, Coimbatore, Hyderabad, Indore, Jaipur, Kochi, Kolkata, Mumbai, New Delhi, and Pune. Increasingly, Microsoft is becoming a key IT partner to the Indian government and the industry. Since its advent, Microsoft has been supporting and fueling the growth of the local IT industry through its partner enablement programs. Since its entry into India, Microsoft has focused on three things, namely:

Why Microsoft  India- Why should i join Microsoft India?:-

Microsoft India understand that each employee has unique benefit needs and to meet that we offer flexible benefits. Flexible benefits puts the control in your hands to choose the mix of benefits that best suit you and your family. We make the benefits fit you instead of just offering a standard set of benefits. Here’s a bird’s-eye view.
 
At Microsoft, you’ll have an amazing range of opportunities. You might become an expert in a particular field or build proficiencies across many areas. You might be an individual contributor or become a manager. Because we have so many kinds of jobs in so many different places, you can stay in one building, city, or country, or you can cross borders—in person, or virtually.
 

Contact Details:

Address of Microsoft  India:-

Bangalore: SMSG Office:-

Microsoft Corporation (India) Pvt. Ltd.
Ground Floor & First Floor,
Block E, Signature Building,
Embassy Golf Links Business Park,
Off. Intermediate Ring Road, Domlur
Bangalore - 560 071
Tel: +91-80-66586868
Fax: +91-80-66586575
 
Chennai:-

Microsoft Corporation (I) Pvt. Ltd.
6th Floor, Lancor Westminster
# 108, Dr. Radhakrishnan Salai Mylapore, Chennai - 600004
Tel. +91-44-28473900
Fax. +91-44-28473902
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Gurgaon:

Microsoft Corporation (I) Pvt. Ltd.
DLF Cyber Greens
9th Floor, Tower A,
DLF Cyber City, Sector 25A
Gurgaon - 122002
Tel.: 91-124-4158000 / 2567000
Fax: 91-124-4158888
 
Hyderabad:-

Microsoft Corporation (India) Pvt Ltd.,
4th Floor, Usha Jubilee Town 36,
8-2-293/82/A/1130/A,
Road No. 36, Jubilee Hills,
Hyderabad - 500 033
Tele No: 66965000
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Kolkata:-

Microsoft Corporation (I) Pvt. Ltd.
L & T Chambers
4th Floor, 16 Camac Street,
Kolkata - 700017
Tel. +91-33-22807182
Fax. +91-33-22807191

 
Mumbai:-

Microsoft Corporation ( India ) Pvt. Ltd
Windsor, 4th Floor, Off  CST Road,
Kalina, Santacruz East
Mumbai - 400098
Tel: +91-22-67724000
Fax: +91-22-67724500

 
New Delhi:-

Microsoft Corporation (India) Pvt. Ltd.
Eros Corporate Towers,
5th Floor, Nehru Place,
New Delhi - 110019
Tel: +91-11-46502222
Fax: +91-11-46502020

 
Pune:-

Microsoft Corporation Pvt.Ltd.
Kumar Business Centre,
4th Floor, Survey No.362-3A,
Opp. Pune Central Mall,
Bund Garden Road.
Pune - 411001,
Tel: +91-20-66298900

 

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Comments / Reviews / Queries On

  • Hi, i would be interested in joining Microsoft as Incident Manager or opening for ITIL v3 profile. Primarily for NCR region. Do we have any chances of such openings? Thanks, Anshita Anshita, on 10-05-2011 Report Abuse
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