We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences – the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world’s most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives. This is who we are at our best. One Company. One Team.
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Responsibilities:
Job Description
This full-time position is responsible to lead the Incident Management function supporting the global AMD community. The position will be based out of AMD’s office located at Hyderabad, India. Main responsibilities include managing major incidents end-to-end, facilitate communications with relevant stakeholder, and drive continuous improvement processes.
The candidate will be facilitating varying degrees of problem determination, root cause analysis and resolution of high impact incident. The candidate will be responsible to make effective use of available technical resources and provide the service within established service level agreements.
Job Functions
Manage incidents and service requests from cradle-to-grave ensuring that tickets are created, well documented, updated appropriately and the customer informed of progress throughout the lifecycle.
Manage high impacting incidents effectively and professionally, driving restoration of normal service quickly and efficiently.
Responsible for global facilitation and response of all major incidents impacting mission critical business applications and infrastructure services on a 24/7/365 basis.
Assist the IT leadership, global communications team and other stakeholders with daily operational duties and tasks ensuring documented processes are followed and incident communications are accurate, sent out in a timely, effective and efficient manner meeting SLA commitment.
Management E2E of all major incidents and major incident risks within scope and SLA.
Making all decisions regarding the available options for resolving the incident.
Managing incident communications to ensure users are always up to date with relevant information about their incident.
Responsible for service improvement activities as part of the CSIP for Incident Management.
Managing/hosting technical and management level bridge lines as appropriate for high priority and major incidents.
Working within a multi-vendor environment on complex infrastructure.
Primary Qualifications
Excellent communication skills, interacting with AMD employees and contractors at any level.
University Degree in information technology, or related field (or equivalent experience).
Minimum of 4 years of IT Incident Management experience.
Solid understanding of IT infrastructure, monitoring, systems management tools and IT security. Technical experience in managing IT infrastructure (network, servers, SaaS) high preferred.
Experience in root cause analysis (e.g. 8D) and post-mortems.
Experience working in a global company.
Strong skills in IT service management, ITIL, and ServiceNow.
Experience working with 3rd party vendors in both support and contract areas.
Concentrated focus on continuous improvement and quality of services.
Excellent customer relations and customer support skills.
Experience working in a team-oriented, global, collaborative environment
Preferred Skills
ITIL 4 Certification
PMP Certification
#LI-NF1
Qualifications:
Benefits offered are described: AMD benefits at a glance.
AMD does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. AMD and its subsidiaries are equal opportunity, inclusive employers and will consider all applicants without regard to age, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, pregnancy, sexual orientation, gender identity, military or veteran status, or any other characteristic protected by law. We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective laws throughout all stages of the recruitment and selection process.
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