Job Requirement

9 years in IT Operations and/or service delivery management
5 years working as an incident manager and Major Incident Manager.
Strong practical ITIL/ITSM skill set with operational experience with some / all of the service design, service transition, and service operation processes
ITIL V3 Foundation certified
Strong understanding of Incident Management process in a production IT Environment and IT Operations
Good understanding of Problem Management, Change Management and Event Management processes
Demonstrated knowledge of incident management practices, activities, techniques and tools within a large, complex organization preferably in Infrastructure areas
Excellent verbal and written communication skills including effective communication to all stakeholders
Strong initiative skills that includes RCAs, Continuous Service improvement etc
Good judgment in seeking and providing advice and counsel
Ability to handle stressful situations and effective team player
Demonstrated effective coordination towards resolution for escalated issues
Good understanding the business impacts during critical situations
Able to work in rotational shifts and should be flexible for extended hours

Key Responsibilities

To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
Serve as an escalation point of contact with the primary focus on restoring the services.
Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.
Ensuring that effective communication is maintained with the Executives, Business Leadership during a incident.
Analyze data and prepare reports in support of periodic service reviews, including operational metrics and service level reports
Work with Service Delivery Management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact
Coordinating the resolution of incident by participating in the interaction with multiple customer groups and representing Production Operations Incident management in a series of daily forums to report status and receive feedback on operational handling / issues

Incident Manager

Job Description