Major Incident Manager L1

Job Description

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RESPONSIBILITIES

    Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs 

    Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved

    Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.

    Coordinating with the respective SMEs for speedy resolution of the Major Incident

    Ensuring the Major incident is resolved within the SLAs agreed with the Customer

    Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.

    Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.

    Ensuring that all the resolution procedures are updated in the knowledge database / Work log

    Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.

    Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)

    Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents

    Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.

    Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

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KEY SKILLS AND COMPETENCIES

    8-10 years exp in driving the service operations. 

    Min 8 year of experience in managing the IM and MIM processes

    Preferably ITIL Expert, or Min two ITIL Intermediate certified professional

    Strong analytical, communication, presentation and reporting skills

    Good leadership, people management and operational skills

    Should have exposure to ITIL practices.

    Good written & verbal communication skills

    Experience in helpdesk environment

    Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere

    Ability to work in shift and flexible schedule 

    Ability to motivate staff 

    Excellent team skills with ability to listen and contribute to discussions and meetings

    Building & Maintaining Relationships 

    End to end ownership for customer satisfaction through levels of support

    Planning and organization & working well with Virtual Team 

    Virtual Team Management Skills

    Relationship Management for services and vendors interface

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