Major Incident Manager

Major Incident Manager

Company Name Confidential
Hyderabad / Secunderabad Pune
4-9 years
450000 - 700000 INR

Job Description

Roles and Responsibilities:-

Managing Major Incidents from logging, categorizing, diagnosing, conducting RFO (Reason For Outage), and escalation through to resolution.
The primary objective of the Major Incident Coordinator will be to restore services as soon as possible with all the available resources.
Following target time/date for providing RFO within 24 hours of Major Incident resolution.
Notify the Service Desk when Major Incidents occur.
Determine if an incident needs to be escalated according to the priority and severity of the issue.
Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support.
Manage and drive bridge calls.
Liaison between Technical teams during a Major Incident and provide updates to all the stakeholders at regular intervals.
Document troubleshooting activities and resolution details in the Incident work notes and provide an accurate timeline.
Good experience with Ticket monitoring tools like BMC Remedy, Service Now, Maximo, Clarify, HP Service Center, etc.
To be able to make necessary reports as per client requirements to show process improvement.
E.g. KPI, SLA, RFO, PIR, etc.
Perform trend analysis on various incident scenarios and identify potential problems and/or increasing trend of repetitive Incidents.
Well versed with the entire ITSM process and ITIL V3 framework
Knowledge and Skill Requirement:

Excellent Communication Skills
Strong and effective presentation and communication skills
Self-directed with the ability to take initiatives
Ability to effectively liaise with peers and management
Able to manage and drive bridge calls
Scribe workshops, meetings, briefings and decisions, issues, risks, and action items in meeting minutes.
Be an effective decision maker using sound judgment with available information.
Able to contribute and work effectively within a team environment.
Ability to work independently with minimum supervision and in the absence of colleagues.
Excellent in Microsoft Office - Word, Excel, PowerPoint
ITIL Foundation Certification is required.
ITIL Intermediate and Six Sigma Certification will be an added advantage.
Key Deliverables (KRA/Measure):

Hosting and attending meetings/calls/bridges with global clients and onshore teams.
Creation of Documentation
Process improvement initiative to improve delivery.
Reviewing data to analyze assigned incidents
Commitment towards enhancing the customer experience and overall Service Delivery.
Meeting client expectations and metrics.
Analyzing incidents for correct prioritization and classification
Coordinating actions of others as necessary to assist with analysis and resolution actions for incidents
Monitoring progress on the resolution of Incidents and advising incident management staff on the best available workaround for incidents
Updating the incident work notes with all the discussion from the bridge calls
Drive Major Incident Bridge calls
Assisting with the handling of major incidents and identifying their root causes
Job Specifications & Qualification:

Shows flexibility, ownership & resilience
Excellent Communication Skills
Ability to work within a challenging environment with tight delivery timelines
Should be open to work 24/7
Ability to clearly articulate messages to a variety of audiences
Understanding of the Business situation and capability to address issues
Exposure to Data Center and Network Infrastructure would be an added advantage

Job Details


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