Response Manager
Company Description
AHL Logics is a technology and engineering company founded in 2014. We specialize in top-tier IT services and innovative engineering solutions. We strive to provide the best solutions for our clients, tailored to their unique needs and challenges.
Job Description
As an Incident Manager, you will oversee the incident resolution process to ensure minimal disruptions to operations. This involves monitoring systems, addressing issues promptly, and working proactively to prevent recurring problems aimed at maintaining high service performance and availability.
You will coordinate with diverse teams to ensure all incidents are properly logged, categorized, and resolved, while continuously improving processes to enhance efficiency. Success in this role requires strong analytical skills, the ability to remain composed in dynamic situations, and a dedication to driving operational excellence.
- Direct and optimize the incident management process to ensure seamless operations.
- Respond promptly to service disruptions, identify root causes, and initiate resolution protocols, providing 24/7 on-call support when necessary.
- Assess and prioritize incidents based on their urgency and business impact.
- Track and analyze all incidents to identify recurring problems, creating long-term solutions to address underlying issues.
- Enhance processes continually to improve response efficiency and minimize service interruptions.
- Provide clear updates and executive-level communications during major system incidents.
- Conduct in-depth reviews of incidents and create detailed Root Cause Analysis (RCA) reports for internal teams and external clients.
- Lead problem management efforts by uncovering root causes, coordinating resolutions, and preventing recurrence.
- Collaborate across departments to implement corrective actions and drive sustainable solutions.
- Contribute to improvement initiatives aimed at reducing incidents and enhancing overall service reliability.
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Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 2 - 4 years of experience in IT service management or a similar field.
- In-depth knowledge of IT service management (ITSM) practices and standards.
- Hands-on experience with IT monitoring tools, including Grafana, Zabbix, and Datadog.
- Strong communication skills, capable of simplifying complex technical issues into clear updates tailored for different audiences.
- Exceptional problem-solving abilities, particularly in applying problem-analysis methods.
- Experience working with distributed systems that are both highly available and fault-tolerant.
- Proficiency in documentation, including drafting Standard Operating Procedures (SOPs) and incident reports.
Preferred Qualifications:
- Familiarity with problem management frameworks and methodologies.
- ITIL v3 or v4 certification is a plus.
- Technical proficiency in managing Linux/Unix systems and cloud-based platforms.
- Basic understanding of configuration management tools such as Ansible, Puppet, Chef, or SaltStack.
- Previous experience working within an agile development environment.
- Foundational knowledge of Continuous Integration and Continuous Deployment (CI/CD) concepts and tools.
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