Major Incident Manager

3 weeks ago

Chennai, India UST Full time

2 - 3 Years

1 Opening

Chennai

Role description

Incident Management Specialist – Key Responsibilities and Qualifications

Primary Responsibilities:

  • Effectively understand and respond to client queries via phone, email, and instant messaging, ensuring all issues and requests are accurately logged in the ticketing system.
  • Utilize the Incident Management System to track, manage, and document incidents and service requests, including resolutions and workarounds.
  • Evaluate the impact and severity of critical and major incidents.
  • Collect relevant data to support incident analysis and facilitate informed decision-making.
  • Serve as the central point of contact during critical incidents, ensuring coordination and engagement of all necessary teams.
  • Design and implement standardized communication templates for consistent updates to internal and external stakeholders.
  • Ensure clear, concise, and timely communication with internal teams, external partners, and appropriate authorities.
  • Adhere to and maintain response Service Level Agreements (SLAs).
  • Maintain comprehensive records of incident response activities, including actions taken, decisions made, and final outcomes.
  • Lead post-incident reviews to identify lessons learned and recommend areas for improvement.
  • Provide guidance and support to the incident response team during complex, high-pressure situations.
  • Generate detailed incident reports outlining key findings, resolutions, and recommendations.
  • Lead and facilitate restoration efforts for all business- or customer-impacting incidents in a 24x7x365 operational environment.
  • Coordinate triage, recovery, and communication efforts during all major incidents.
  • Drive technical bridges during major incidents and lead all efforts toward rapid service restoration.
  • Assign and manage related Problem records, coordinating with resolution teams to ensure timely Root Cause Analysis (RCA) and closure.
  • Establish metrics and reporting to enhance visibility into major incidents and track the progress of open problems.
  • Participate in a 24x7x365 on-call rotation as required.
  • Develop and maintain an Incident Response Plan that clearly defines roles, responsibilities, and escalation procedures.
  • Periodically review and update incident response policies and procedures to ensure continued effectiveness.

Qualifications:

  • Minimum of 2 years' experience supporting IT operations in a large-scale environment.
  • Strong understanding of ITIL principles, particularly in Incident, Problem, and Change Management processes.
  • Hands-on experience with ITSM tools such as ServiceNow.
  • Familiarity with cloud platforms including AWS and Azure.
  • Proven ability to manage ITIL workflows and drive incident resolution in high-pressure environments.
Skills

MIM, Service Now

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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