Major Incident Manager

RESPONSIBILITIES

• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• Ability to work in (24/7) shift and flexible schedule and extend for any business critical hours.
• Opening a 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.
• End to end understand if incident life cycle - Challenges, different priorities handling skills.
• 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 (Change manager, Problem Manager, 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.
• Maintain the SOP and get timely review and sign off from the customer.
• Perform Alert and Major Incident analysis (through coordinating with problem Management process)

KEY SKILLS AND COMPETENCIES

• Have prior people management experience.
• Should have exposure to ITIL practices.
• Good written verbal communication skills
• Hands on experience on Service NOW Tool and its report/dashboard creations
• Hands on experience on reporting tools - Excel. Power Bi will be add advantage.
• Experience in helpdesk environment
• Experience in working is a service provider 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 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