AEM Operation &Maintenance (NCS/Job/ 730)

Key Responsibilities:

• Oversee the incident management process and collaborate closely with teams responsible for resolving Critical & High incidents.
• Review RCAs and work with relevant teams to implement measures that prevent recurring incidents.
• Act as an intermediary between stakeholders and responsible teams during incidents, keeping stakeholders informed and providing timely updates on incident status.
• Maintain and prioritize the backlog of Problem tickets.
• Build and review monthly reports on the number of incidents and key metrics.
• Be flexible with work timings as part of a GLOBAL team, requiring a high level of flexibility.
• Communicate incidents to stakeholders.
• Provide high-level information about the RCA.
• Identify and implement process improvement opportunities.
• Identify redundant or manual processes and guide the team to eliminate or automate them.
• Ensure high availability of servers.
• Drive frequent health check-ups.
• Have proven experience in IT service desk or incident management roles.
• Be experienced with ticketing systems and incident management tools.
• Have 3-4 years of overall experience with AEM (Operations & Maintenance).
• Possess a strong understanding of IT infrastructure, applications, and service management processes.
• Experience in managing multiple vendors, processes, and stakeholders.
• Exhibit strong verbal and non-verbal communication skills.
• Demonstrate a high degree of flexibility and good interpersonal skills.
• Show proactiveness and ownership.
• Be able to collaborate and communicate with external parties, including customers, vendors, and consultants.

Good to Have:

• Knowledge of AEM & AEMaaCS, Architecture, Infrastructure.
• Understanding of CI-CD Pipelines, Version controls, DevOps processes.
• Knowledge of CDN, Azure, Azure DevOps, SSLs is an additional advantage.
• Familiarity with Adobe Analytics, Target, Launch, Azure cloud is beneficial.
• Knowledge of Agile and ITIL Methodologies.