Shell Situation Manager

3 weeks ago

Bengaluru, Karnataka, India INES EIT Services India P. Ltd [Formerly Hewlett Packard Global Soft India P] Full time

Job Description:

Major Incident Management – Soft Skills

Highly motivated person, self-starting, positive attitude, and independent decision making Ability to analyze and adapt to changing situations, processes, and environment Identify process improvements with process and operational improvements Strong written and oral Communication working with cross functional teams and vendors (SIAM) Attention to detail. Ensure compliance to tasks associated to roles and responsibilities Broad technical knowledge across servers, network, exchange Prior Operational experience – ITIL certified Client facing role

Major Incident Managers – Roles and Responsibilities

Manage discovery calls to assess the incident and qualify Manage assigned technical Major Incident (MI) calls based on incident assessment Ensures Major Incident Management processes are being adhered to:Enters quality major incident updates in ServiceNowCreates Major Incident Control Document for all MI's opened in Region.Makes timely updates to the Operational DashboardEnsures timely business and technical updates are delivered to the stake holdersSchedules follow up MI meetings for technical restoration and business updates Responsible for the resolution/restoration of serviceDrives Major Incident Business and Technical calls to service restoration (Priority 1 to Priority 5)Ensures Major Incident restoration/resolution within the service level agreementEnsure Major Incident ticket closure within seven working days from restorationMakes sure that the teams (Supplier/Vendors, Application support, ROCs, 3rd party, etc....) have the right staff involvedUses Kepner Tregoe (KY) methodology to solve complex incidents. Obtains applicable landscape maps and gathers additional information to aid in troubleshooting a difficult or unknown caused situation.Ensures that meetings are scheduled and take place (including Closures) Transitions active Major Incidents and corresponding MI Control Documents to oncoming Region/Shift ROC Situation Managers participate in the On-Call rotation Contributes to the Root cause analysis (RCA) Triggers escalations to ROC Manager, GCC MI Management, Delivery Manager and/or MI Owner in the event a situation call does not progress as expected (e.g. no support from bundle, stake holder unhappy, etc.) Actively manages the Disaster recovery activity calls for the IT Service continuity team Actively participate in specific MI's to manage any threat to business Actively manage quarterly Integrated Simulated Disaster testing activities for Datacenters GOC Major Incident Managers backup the GOC Shift Leader(s) Proactively monitored events in the Command Center are assessed and taken up with business, vendors for resolution and restoration (WAN Dashboards, Skype Dashboards, etc...) Actively participate with Global Monitoring Operations team to resolve/restore the early events observed Actively contribute towards pro-active problem management Recommends and provides feedback for Operational work instruction improvements to GOC Actively participates in Training Guild progression

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