Major Incident Manager

2 weeks ago


Bengaluru, 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

(ref:hirist.tech)

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