HCL Technologies is a $13 bn Technology Services company that takes tremendous pride in helping Customers through their Digital Transformation Journey. Our Sharp focus on Mode 1-2-3 strategy has helped us become the fastest large Tech services company globally.Incident ManagerMandatory Skills - Jira, APM and Automation tools knowledge.Working very closely with the InternalIT, Infrastructure and tribe DevOps teams to provide: o Incident ticket management, escalations and stakeholder communications during an incident: primarily to support the Marco Polo production application.o Including proficient, and experienced management of critical/major incidents in a tier 1 payments service.o Support for DevOps technical input and triage, for instance log reviews, incident tracing to identify issues, and call the right support teams when the issue cannot be directly resolved.o Work with IT teams, to identify solutions and support excellent service quality in the non-functional area, with an aim to have first class resilience, reliability and stability of the service.o Review / assess monitoring and alerting implementations, with the tribe SMEs, to ensure the operational state of the service is visible at all times.o Build, review and improve service level reporting and quality metrics (through incident metrics/reviews).o Work with the tribes to coordinate and lead Service Recovery activities where required.o Partner with tribe leads/service owners and development teams to ensure that solutions adhere to non-functional standards, ensuring reliability, resilience and scalability.o Conduct and lead post incident reviews, work with teams to ensure problem records are logged, tracked and resolved in a timely manner (including root cause analysis & resolution).o Build / review /improve service dashboards that show the current status of the whole Marco Polo production environment, and be able to report on recent performance.o Build ability to understand and evaluate ongoing impacts of releases to ensure no downward trends in reliability and performance.o Work with tribes, giving support for build/improvement of end to end business flow synthetic monitoring/automated regression tests to allow early visibility of production problems.o Working with Atlassian Jira Service Management/Opsgenie/StatusPage to enhance and improve ticket handling, alerting automation and dashboards to provide MI.