Incident Manager - L3
Incident Manager - L3
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Job Description
Position Description:
An Incident Manager with 6 to 8 years of experience in handling complex environment. Should have worked in Infrastructure portfolio to support tier 1 and tier 2 functions.
Identify and declare major incidents based on predefined criteria.
Ensure that the incident is logged and categorized correctly.
Act as the central point of contact for all major incidents.
Coordinate with various teams including L1 L2 and L3 support to ensure a unified response.
Communicate incident status impact and resolution progress to stakeholders and management.
Lead the incident resolution process leveraging L3 capabilities for complex technical issues.
Engage with thirdparty vendors or specialized support groups if necessary
Document all actions taken during the incident lifecycle.
Prepare incident reports and conduct postincident reviews to identify root causes and areas for improvement
Analyze incident trends and contribute to continuous improvement of the incident management process.
Implement best practices and lessons learned from past incidents
Provide guidance and training to L1 and L2 support teams.
Mentor junior incident managers and support staff
Key Skills and Attributes
Deep understanding of the systems and technologies involved
Ability to lead crossfunctional teams under pressure
Strong verbal and written communication skills.
Analytical skills to diagnose and resolve complex issues
Efficient in managing multiple tasks and priorities
Customer/Onshore/Stakeholders/Senior management facing experience
Ability to create reports and presentations for executives
ITIL educated (minimum of foundation either v3 or v4/ITIL intermediate (Preferred)
Solid understanding of the incident problem & change management process
Broad understanding of technologies
Drive support teams during incident triage; troubleshooting and recovery steps
Skills:
- Change Management
- Incident Management
- IT Service Management
- Problem Management
- English
- Incident Response
- ITIL Intermediate
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and wellbeing and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
Manager
Employment Type
Full-Time
