Major Incident Manager
6 days ago
Role Background:
Tech Mahindra delivers large application maintenance support (AMS) -managed services and IT Infrastructure managed services (IMS) to many customers. As part of AMS and IMS delivery, Tech Mahindra will also implement Service Management Office (SMO) which will implement and operate ITIL best practices. This role will be part of SMO working in AMS/IMS engagements.
We are currently looking for a Major Incident Manager. The person in this role should work as process coordinator for Major Incidents Management or similar roles. Along with executing process operations work, this role requires Identification of continual improvement, data analysis, IT process reengineering, ITIL process etc.
Key Responsibilities:
Major Incident Identification : Promptly identify major incidents, assess their impact, and classify them based on predefined criteria.
Notification : Initiate and lead communication to notify stakeholders about the incident and its potential consequences.
MIM Coordination : Coordinate all resources and personnel required to resolve the major incident, including technical teams and subject matter experts.
Escalation : Escalate incidents as necessary to ensure timely resolution, involving senior management when required.
MIM Resolution Management : Drive the incident resolution process, ensuring that issues are addressed in a structured and effective manner.
Documentation : Maintain detailed records of incident timelines, actions taken, and resolutions for post-incident analysis.
Communication : Provide regular status updates to stakeholders during the incident and ensure accurate and timely communication throughout the incident lifecycle.
Post-Incident Review : Conduct post-incident reviews to analyze the incident response, identify areas for improvement, and implement corrective actions.
Continuous Improvement : Continuously refine and improve the major incident management process and associated procedures.
Documentation : Maintain documentation, procedures, and runbooks for major incident management.
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