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Major Incident Manager in Bengaluru, ...

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Major Incident Manager

eTeam Inc. Bengaluru, Karnataka (Onsite) Full-Time

Role Description: Major Incident Manager

  • 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)
  • 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

Recommended Skills

  • Active Listening
  • Adaptability
  • Business Efficiency
  • Business Relationship Management
  • Communication
  • Customer Satisfaction

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Job ID: 17599436

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