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)
- 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
