Major Incident Manager L2

Do
RESPONSIBILITIES
ÃÂÃÂÃÂ Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
ÃÂÃÂÃÂ Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
ÃÂÃÂÃÂ Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
ÃÂÃÂÃÂ Coordinating with the respective SMEs for speedy resolution of the Major Incident
ÃÂÃÂÃÂ Ensuring the Major incident is resolved within the SLAs agreed with the Customer
ÃÂÃÂÃÂ Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
ÃÂÃÂÃÂ Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
ÃÂÃÂÃÂ Ensuring that all the resolution procedures are updated in the knowledge database / Work log
ÃÂÃÂÃÂ 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.
ÃÂÃÂÃÂ Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
ÃÂÃÂÃÂ Coordinating with the process managers (capacity manager Availability manager IT Service continuity manager etc.) on need basis to avoid reoccurring of the major incidents
ÃÂÃÂÃÂ Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
ÃÂÃÂÃÂ Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

KEY SKILLS AND COMPETENCIES
ÃÂÃÂÃÂ 8-10 years exp in driving the service operations.
ÃÂÃÂÃÂ Min 8 year of experience in managing the IM and MIM processes
ÃÂÃÂÃÂ Preferably ITIL Expert or Min two ITIL Intermediate certified professional
ÃÂÃÂÃÂ Strong analytical communication presentation and reporting skills
ÃÂÃÂÃÂ Good leadership people management and operational skills
ÃÂÃÂÃÂ Should have exposure to ITIL practices.
ÃÂÃÂÃÂ Good written & verbal communication skills
ÃÂÃÂÃÂ Experience in helpdesk environment
ÃÂÃÂÃÂ 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
ÃÂÃÂÃÂ Ability to work in shift and flexible schedule
ÃÂÃÂÃÂ Ability to motivate staff
ÃÂÃÂÃÂ Excellent team skills with ability to listen and contribute to discussions and meetings
ÃÂÃÂÃÂ Building & Maintaining Relationships
ÃÂÃÂÃÂ End to end ownership for customer satisfaction through levels of support
ÃÂÃÂÃÂ Planning and organization & working well with Virtual Team
ÃÂÃÂÃÂ Virtual Team Management Skills
ÃÂÃÂÃÂ Relationship Management for services and vendors interface