Major Incident Manager

3 weeks ago

Hyderabad, India Cloud4C Services Full time
Experience - 4 - 8 Years
Domain - IT Infrastructure / Cloud Infrastructure
Location : Hyderabad ( Work From Office)
We are seeking an experienced Major Incident Management (MIM) Professional with a strong background in IT infrastructure and escalation management. The ideal candidate will have expertise in service assurance, ITIL processes, and effective stakeholder engagement. You will play a pivotal role in managing technical incidents, driving process improvements, and fostering a high-performance culture to ensure exceptional service delivery.
Key Responsibilities:
Incident Oversight:
Oversee and manage all Major Technical Incidents (MTIs) to ensure rapid resolution by coordinating cross-functional technical teams.
Lead investigations and collaborate with business areas to ensure senior stakeholders and end-users receive accurate and timely updates.
Incident Management Proficiency:
Demonstrated expertise in managing major incidents in a managed services and infrastructure environment .
Adept at structuring technical investigations and aligning teams toward prompt incident resolution.
Service Relationship Management:
Establish and maintain strong, productive relationships with IT outsourcing partners and other suppliers.
Ensure service performance is monitored and issues are resolved promptly in alignment with contractual obligations.
ITIL Process Leadership:
Serve as an ITIL expert to analyze and enhance existing processes, procedures, and methods.
Promote operational efficiency through standardization, process improvement, and simplification.
Balance the need for change with the potential impact on established processes.
Root Cause Analysis & Review:
Chair weekly review boards to discuss root causes, analyze trends, and prevent recurrence of outages.
Drive continuous service improvement initiatives.
Service Assurance & ITIL Expertise:
Extensive experience in a Service Assurance / Delivery environment, with a proven track record of implementing ITIL strategies and processes.
Deep understanding of ITIL v3/v4 service design, from requirements definition through new service transition.
Analytical and Problem-Solving Skills:
Strong analytical ability to address complex and logical problems effectively.
Capability to reconcile conflicting information to drive agreed outcomes.
Relationship Management:
Influential in managing stakeholder, colleague, and end-user relationships to deliver high-quality services.
Ability to navigate service challenges while maintaining alignment with business objectives.
Performance Focus:
Flexible and focused on meeting deadlines while maintaining high standards.
Experienced in driving service excellence and fostering a culture of accountability.

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