Job Description
A Bachelor’s or Higher Degree is the minimum entry required for the position

  • Skill Set: ITIL foundation
  • Total Experience: 0.00 to 21.00 Years
  • No of Openings: 1
  • Job Post Date: 02/09/2022
  • Job Expiry Date: 31/12/2022
  • Domain: IT
  • Location: HYDERABAD [India]
  • Job Reference No: 929089

Job Summary

Major Incident Manager Responsibilities: ¿ Manage all the major incidents until resolution including but not limited to validation of every major incident, war room set up, leading resolution efforts, escalation, stakeholder communication, resolution confirmation and major incident review ¿ Manage and continually improve Major Incident Management process performance ¿ Ensure process awareness and adherence among all teams ¿ Identify and assemble technical experts/ team to achieve resolution of major incident reported ¿ Set up war room/ audio bridge/ other collaboration forums for the technical experts to work together ¿ Lead and monitor resolution efforts ¿ Establish, maintain and follow escalation procedures to ensure timely resolution of major incidents ¿ Ensure adherence to Change Management process among technical teams to implement resolution actions ¿ Facilitate required support from other IT teams and vendors for timely resolution of major incidents ¿ Engage relevant/ right management stakeholders to enable decision making during major incidents ¿ Publish all stakeholder communication including Major Incident notification, progress updates and resolution ¿ Seek user or customer confirmation of major incident resolution ¿ Chair Major Incident review and publish Major Incident report ¿ Ensure adequate ticket documentation for future reference ¿ Trigger Problem Management for root cause analysis ¿ Drive resolution SLA adherence among all technical teams ¿ Measure and report process performance ¿ Review process performance with stakeholders and drive continual improvement ¿ Act as single point of contact for information on MIM process ¿ Analyse and improve user/ customer satisfaction levels with MIM process ¿ Have to be part of Incident Management process and contribute in overall process improvement and drive besides Major incidents. Qualification & Experience: ¿ 4 8 years¿ experience of which at least 2 years as Major Incident Manager ¿ At least one year experience as Technical Support Engineer in any of the technology/ domains like Server, Network, Database, Storage, Middleware, etc., ¿ ITIL Foundation certification mandatory ¿ ITIL Intermediate certification SO or OSA preferred ¿ Graduate BE, BTech, B.Sc or above ¿ Any Technical certifications like CCNA, MCSE, etc., is an advantage ¿ Typical band U3 or senior U2 Skills: ¿ Ability to maintain calm and lead/ direct teams during crises/ disaster like situations ¿ Excellent management/ executive leadership communication Verbal and Written ¿ Ability to work with technical experts across varied technologies and promote teamwork ¿ Quick learner ability to gain basic IT environment/ functional knowledge and apply during major incidents ¿ Ability to drive SLA adherence among teams ¿ Customer Centricity

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