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Incident Management Lead

3 months ago

India Link Group Full time
Overview This role plays a critical role in ensuring that incidents are handled efficiently, that trends are analysed and acted upon and that improvements are driven to reduce the incidents. Additionally, it involves in maintaining strong communication with business and technology leaders and driving continuous improvements within the incident management process. Key Accountabilities and main responsibilities Strategic Focus Acting as the primary point of contact for day-to-day incident management operations, overseeing the entire incident management lifecycle Meeting agreed SLA's and handling user escalations Operational Management Monitor and manage the response to incidents, ensuring incidents are resolved within the agreed SLA's Serve as the initial point of escalation for business-critical incidents and escalations, making critical decisions regarding resource allocation and overall handling of the incidents Prioritizing incident tickets based on business impact and urgency Leading the development and enforcement of Incident management governance, policies, procedures, and standards across the organization Analysing the incident data to identify trends, recurring issues, and areas for Service improvement and driving the improvement initiatives by collaborating with relevant teams to address underlying reasons to reduce the incident recurrence Enhancing Incident management process adherence by conducting regular reviews, identifying bottlenecks or inefficiencies, and implementing improvements Creating and maintaining management reports and dashboards that provide insights into incident trends, resolution SLA's and other performance metrics. Driving continuous improvements based on the data. Establishing and maintaining regular communication channels with key Technology & Business stakeholders and providing regular updates on Incident management performance. Emerging trends along with recommendations Driving Service improvement initiatives based on incident data and user feedback to enhance service quality and reliability Driving automation initiatives not limited to improving the response time, reduction of the human errors, improving the KB etc. People Leadership Build and maintain working relationships with key team members, IT Service Desk TL's MIM, Infra support team, SDM's, BSD along with multiple stakeholders within IT Service management Service and applicable capabilities. Governance & Risk Ensure compliance with legal, standards, and regulatory requirements. Support Link Group assurance programs that deliver effective risk management and compliance practices. Experience & Personal Attributes 8 + years' experience in Incident Management Expert skills and experience in running global Incident management operations Expert skills and experience in using the Service Management tool Minimum of 3 years' experience in leading Incident Management operations A degree qualification in Information Technology ITIL V3 / ITIL 4 qualification essential Excellent communication and interpersonal skills Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders Excellent in stakeholder management A track record in 1st Line incident diagnosis and resolution Proven ability to work flexibly and adapt to demand Customer focused People management Management Reporting and analytical skills The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. Excellent communication skills, including a level of written communication and reporting skills necessary to describe complex issues and actions clearly and concisely. Ability to speak confidently with functional colleagues, peers, and management. Ability to work in high pressure situations, follow processes and procedures with accuracy and attention to detail. Self-Starter and a team player