Act with complete confidence to command and lead various operations teams globally within Microsoft IT to drive major incident resolution.
Communicate to global customers, senior and executive management with clear and accurate communication on status of the Major Incident and the resolution. Develop and own the service restoration plan.
Produce comprehensive reporting for Post Major Incident Review for technical and management teams.
Lead Major Incident review meetings and ensure action items are completed.
Be accountable to global customers on ensuring the right decision making focus is enabled and service is restored for the major incidents at the earliest.
Lead global technical and management conference bridges for Major Incidents within complex environments in restoring the service back to normal operations.
Work onsite at Microsoft campus - Hyderabad.
Fluency in English language is MANDATORY to deal with global customers.
High level of technical communication skills both verbal and written.
Deliver and manage high standard communications to global operations teams and management within Microsoft.
Graduate with at least 14+ years of experience in working for MNC / global service desk with closely defined processes based on ITIL /ISO 20000.
Core IT Operations experience in Infrastructure / RIM, Networking / Datacenter / Server/ Storage / Collaboration (one or more of these hardcore experience) with few years spent on ITSM (IT Service management) will be required for the role. We are not looking for process consultants, but someone with hands-on experience in these areas.
Work on challenging major incidents and be patient / polite in driving the incidents and communicating to global customers.
Must be ITIL foundation certified. ITIL expert/PMP preferred.
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