Monitoring Services

5 months ago

Chennai Tamil Nadu, India Ford Motor Company Full time

We are seeking a dynamic Incident Manager to join our Global Incident Management Team. In this role, you will lead the incident management process to swiftly resolve and restore our company's IT operations. As the Global Incident Manager, you will be responsible for managing Critical and High Incident bridges, Communications, and Awareness, ensuring effective management and escalation of Major, Critical, and High Incidents. You will also stay informed about ongoing Critical and High Incidents that could impact business operations and facilitate engagement, management, and timely escalation of all Incident Management related issues to the relevant parties.
- Proficient in communicating effectively with senior management up to director level
- Demonstrate ability to motivate and inspire diverse teams to achieve incident resolution
- Strong facilitation and verbal skills to take command and control of global situations, including interactions with upper management
- Proficient in analytical skills within both IT and business domains
- Adaptable to learning new business areas and technologies
- Capable of managing ambiguity and competing requirements during critical outages
- Assertive in prioritizing and addressing competing and varying requirements
- Strong problem-solving skills to assist Subject Matter Experts in resolving incidents without needing in-depth technical knowledge
- Skilled in collaborating across regions effectively
- Understanding of and adherence to security and controls standards
- Experience working with third-party suppliers, vendors, or external business partners
Bachelor's degree in computer science or equivalent
- Manage Incident Advisories from initiation to resolution or work-around implementation
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Excel at multitasking and remain judicious during major incidents.
- Facilitate and manage Incident Bridge calls
- Keep management updated on critical and high-impact issues
- Proactively capture and communicate data relating to active incidents
- Prepare and publish preliminary and final analysis for Major/Critical Incidents
- Ensure Vendor tickets are opened with correct severity codes
- Escalate vertically with vendors as required to expedite resolution/response
- Stay informed about problems and change activities that may affect service
- Conduct the Daily Operations Review (DOR) meeting with ITO and PDO Managers & Supervisors
- Ensure post-event/incident follow-up actions are addressed
- Facilitate post-mortems and lessons learned meetings and publish findings as required
- Escalate and engage the right teams within Ford and external vendors for quicker resolution of incidents

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