Major Incident Manager
1 month ago
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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