Major Incident Manager

1 week ago


Bengaluru, Karnataka, India RapidBraiins Full time

Key Skills :
MIM,IM,ITIL Process

Exp : 3- 5 Years

Location :
Bangalore / Chennai/ Hyderabad/ Mumbai/ Pune/Noida

Job Description :

  • Act as focal point for all severity 1 and business impacting major incidents reported
  • Responsible for planning and coordinating all the activities required to perform, monitor and report on major incident management process
  • Managing the detection, recording updating, and/or closing of major incident record.
  • Drive seamless major incident management process execution with appropriate inputs to involved resolver groups to accelerate ticket resolution
  • Chair the major incident management (MIM) bridge with technical teams, resolver groups for quick resolution of incident as per agreed incident SLA's
  • Facilitate major incident communications with key business teams, stakeholders until closure
  • Identify, initiate and facilitate incident review meetings as per agreed frequency and share data metrics with key stakeholders
  • Develop and publish major incident reports with business stakeholders and groups as per agreed frequency
  • Drive continuous improvement to ensure major incident management processes, procedure documents are documented as required.
  • Should possess good understanding of ITIL
  • V3 service lifecycle modules
  • Should have strong verbal, written communication and interpersonal skills
  • Lead role while acting as a liaison with internal/external customers
  • Strong IT service management skills
  • Should have exposure to ITSM ticketing tools i.e ServiceNow, Cherwell, Symphony Summit etc.
  • Good interpersonal, organization and customer services skills
  • Experience in dealing with customers for major incident resolution
  • Prior experience in IT service management roles, service operation processes
  • Knowledge of ITIL best practices
  • Communication skills
  • Client facing role and collaboration
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