Associate Systems Engineer - Scribe
Company Description

smartShift Technologies is a business transformation company with experience in transforming and managing hundreds of mission critical applications of market-leading organizations of all sizes – early stage start-ups, mid-market enterprises and Fortune 1000 corporations. We are leading the enterprise software management revolution. Through our innovation in automation, we have radically changed the way companies transform and manage their enterprise systems. We have proprietary technology in automated code transformation that has been utilized in SAP to revolutionize updates to Fortune 500 companies. We also deliver large scale cloud transformation projects along with continued managed services in Amazon Web Services, Microsoft Azure, and other leading cloud technologies.

Our working culture combines the meritocratic approach of responsibility and compensation with swarm intelligence: we work as one team concentrating on deliverables under situational leadership. At smartShift our customers are in the center of our activities and we take the risk to get actual results for them. We live in an open and transparent culture which means we are honest with ourselves. Nevertheless, each team member embodies and appreciates accountability and reliability following the principle “I will be the change I seek”.

At smartShift, you will have the opportunity to work in a unique startup atmosphere – learning something new every day while still experiencing top of the line delivery. We like to dress casual, work smart, and constantly challenge the status quo. smartShift Technologies is headquartered in Boston (USA), with offices in Bengaluru (India), and Mannheim (Germany).

We are an ISO 2001-2013 compliant organization and emphasize on information security of our clients.

Job Description

smartShift Technologies is looking for a seasoned Incident Scribe Agent to join our team in India. A Scribe documents the timeline of an incident as it progresses, and makes sure all important decisions and data are captured for later review.

Responsibilities
  • To ensure the incident call is being recorded
  • Note in Slack important data, events, and actions, as they happen. Specifically:
    • Key actions as they are taken
    • Status reports when one is provided by the IC
    • Any key callouts either during the call or at the ending review
  • Act as the ongoing interface between the client and the system or application
  • Experience in handling critical incidents / driving critical bridge calls till the issue is resolved
  • Active listening skills on Tier 1 incident calls and document steps taken to resolve issue and record any action items discussed
  • Document all aspects of current state of the incident on the online real time collaboration tool
  • Review the communication on incident, extract relevant items from key events and collect all TODO items and add them to the post-mortem
  • Responsible for acknowledge and resolve the Incident/Service request as per resolution SLAs
  • Documenting  SOP’s, and Root Cause Analysis  documents
  • Maintenance of Live and past Incidents occurred
  • Work in 24×7 rotational shifts, setup by the Service Desk Managers
Skills & Experience
  • Excellent verbal and written communication skills.
  • ITIL Knowledge is plus
Qualification
  • Any graduate
  • 1 – 3 years of total work experience
Region
Bengaluru, India