Qualcomm Incident Commander – Global Operations Center ITOC 

India, Telangana, Hyderabad 

243848144

Job Area:

Information Technology Group, Information Technology Group > IT Engineering

High Level Job Responsibilities:

JD for Major Incident Expert (Incident Commander)

• Own and drive the major incidents till closure

• Run the major incident bridges – keep it interactive, ask the right questions and drive the bridge in the right direction.

• Basic technical knowledge on all technology domains including network, servers, storage, databases and applications.

• Good with various monitoring tools

• Making sure the right stakeholders are invited into the major incident bridge

• Making sure the right set of SMEs are joining the bridge on time

• Timely escalations to involve the Tier 3 and vendors as needed to enable quick and fast restoration of services.

• Timely and accurate communications to the right stakeholders

• Keep the major incident ticket updated with all the proceedings.

• Encourage and build a collaborative working relationship with the IT teams, SMEs and stakeholders (other IT teams, management, teams in other locations etc…)

• Enable and champion an IT service-oriented culture.

• Participate in the weekly MINC review calls.

• Facilitate a smooth handover to the problem management team.

• Contribute to the RCA process when needed by sharing the details and inputs they would have gathered during the major incident bridge.

• Work closely with the change management team as needed.

• Participate in the change management CAB to keep a tab on the on-going changes and potential cases that may trigger major incidents.

• Should be ready to drive RCAs if needed like a problem manager

Skills and Experience:

"Key skills and personal/behavioral Attributes Required:

• 10+ years of experience in IT (Infra + Apps preferred)

• Good written and fluent spoken English.

• Must have hands on experience of 5+ years in driving major incident bridges

• ITIL expert certification would be great. Intermediate (IPC) certification is preferred. ITIL Foundation is must.

• Outstanding communication skills; able to converse at senior management and engineer levels.

• Excellent People skills with the ability to act with influence.

• High-energy, confident professional with an ability to remain calm and take control in a crisis.

• Team player and organizer.

• Open minded, flexible and willing to listen for other people’s opinions.

• Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels.

• Good understanding of various technologies (networking, servers, applications etc…) at least at a high level.

• In-depth understanding of the overall ITIL framework, specially the other related processes like Problem Management, Change Management etc..

• Hand on experience using ITSM tools preferably Service Now

• Must have hands on experience driving RCAs using the known RCA techniques like 5 Whys, K&T etc..

• Understanding of methodologies like Lean, Six Sigma etc.. - good to have"

Qualifications:

• Graduate, engineering graduate preferred.

• ITIL4 Foundation Certified, ITIL4 Expert Certified preferred.

Working Hours:

• 24x7 support with 5 days/week – monthly rotational shift

Minimum Qualifications:

• 4+ years of IT-related work experience with a Bachelor's degree.

6+ years of IT-related work experience without a Bachelor’s degree.

Physical Requirements:

• Frequently transports and installs equipment up to 20 lbs.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.