Senior Major Incident Manager

1 week ago

Delhi, India Link Group Full time
Overview

The purpose of the IT Senior Major Incident Manager role is to manage the recovery activities and communication of all Major IT incidents, including all stakeholder communications, driving IT teams to restore service (both internal and external providers), producing key Incident artefacts such as Incident Reports

Key Accountabilities and main responsibilities

Strategic Focus

Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficultOperational Management

Other operational responsibilities such as reviewing operational artefact, incident ticket quality assurance.Continual Incident Management related education for Process Practitioners and the Business (both formal and informal).Developing, analyzing and the timely delivery of insightful Incident Management related reports.Conduct post Incident Reviews between IT and the Business.Management and continual improvement of the Major Incident Management process (shared responsibility)Managing the recovery activities and communication of all Major IT incidents within customer centric SLA’s. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving IT (including Vendors / Partners) and Business teams to restore services (both internal and external providers) on a 24 x 7 on-call shared rostered.Coaching and mentoring the junior MIMs in the teamPeople Leadership

Mentoring the junior MIMs and guide them in their BAURepresent war rooms during major incidentsProvide accurate reporting to the senior managementGovernance & Risk

Ensure key performance indicators are measured, analyzed and accurately reported to stakeholders for incidents of all priorities.Governance across all Incident priorities (SLA performance, quality, and process adherence)Experience & Personal Attributes

8 + years’ experience working in an IT department of a large enterprise organization with complex systems and infrastructureExcellent working knowledge of reporting tools, meta-data, metrics, and analysisHighly motivated with strong Major incident management skillsProven knowledge of Service Level Management & ITIL frameworksAbility to interact in a professional manner and build relationships with a broad range of peopleExpert in communication and facilitation skills with internal and external customers at all levelsAbility to work under pressure & prioritize appropriatelyExcellent planning and organizational within multi-tasking environmentAn understanding of IT infrastructure and ApplicationsThird Party Vendor managementAbility to effectively manage time, priorities work, multi-task across many issuesOutstanding ability to analyses, isolate and interpret incidents, queries and manage appropriately.Ability to co-ordinate several teams to resolve incidents.

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