Incident Manager

 Job Description:

• Should have worked as a Major Incident Manager with an exp. Level of 6 to 8 years

o             Act as focal point for severity 1 and business impacting major incidents reported.
o             Be responsible for triaging Major Incident Candidates to promote to Major Incident if qualifies.
o             Drive seamless major incident management process execution with appropriate inputs to involved resolver groups to accelerate ticket resolution.
o             Open Major Incident Bridges (Techlines) and chair the major incident management (MIM) bridge with technical teams, resolver groups for quick resolution of incident as per agreed incident SLA's.
o             Responsible for engaging all necessary technical resources on the Techline and drive the major incident to resolution.
o             Follow the Major Incident Communication procedure and facilitate major incident communications with key business teams, stakeholders until closure.
o             Handle conflict situations and make quick decision while driving incidents
o             Responsible for updates and full completion of ServiceNow records for Major Incidents and Problems.
o             Own proactive and reactive problem tickets and drive the root cause investigation process.
o             Hold and manage Root Cause Analysis meetings and ensure the RCA reports submitted within the agreed SLA.
o             Coordinate and Follow-up corrective action tasks associated with the problem tickets and ensure timely closure of the tasks.
o             Participate in the governance calls for RCAs and Corrective Action Tasks.
o             Participate in continuous service improvement process.

• Location – Chennai, Mumbai & Pune