Major Incident and Problem Manager-1
2 months ago
**Major Incident and Problem Manager**
**Main purpose**:
As the Major Incident & Problem Manager you are responsible for both hands-on Major Incident Management, and at all other times the Problem Management of prior major incidents. You will be responsible for managing the Major Incident process, reporting & governance as well as the co-ordination and facilitation of high priority incident resolution by engaging a variety of support teams & vendors. You will also be responsible for managing the lifecycle of all Problems, with the aim of preventing Incidents from happening.
Success in this role will be demonstrated by ensuring Major Incidents with potential or actual impact to the SLA businesses are dealt with effectively and with minimum disruption to live service. To manage record and manage problems through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with stakeholders to ensure workaround and solution suitability. The role does require 24/7 including weekend support as part of a rotating shift-based coverage.
**Key relationships with**:
The Major Incident & Problem Manager will be expected to work closely with all resolver groups including any customer and Aptiv 3rd parties. You will provide effective and coordinated updates throughout Major Incident and Problem lifecycles to all relevant stakeholders including Aptiv Senior Management, Service Delivery Managers and customer contacts of all seniorities.
**Key accountabilities: -**
**Service Excellence**
- Maintain a high degree of customer service for all aspects of the role ensuring that relevant stakeholders are well informed and are highly satisfied.
- Build excellent relationships with both customers and internal Aptiv stakeholders. Be a collaborative partner with other internal departments to deliver the best possible customer experience.
- Take ownership of Major Incident & Problems facilitating the progress and resolution with stakeholders and functional units.
- Drive continual improvement to Aptiv’s systems and processes by identifying improvement opportunities, own and implement, improving our overall service offering.
- Management of Major Incidents and Problems to successful conclusion whilst delivering an excellent customer experience.
**Major Incident Management**
- Accountable for the successful and timely restoration of all Major incidents that are assigned to them, whilst keeping the business and customers updated.
- Be accountable for Major Incident satisfaction according to contractual customer SLAs and internal KPIs, implementing corrective actions as required.
- Establish and maintain timely communications with all Major Incident stakeholders to ensure they are kept informed of Major Incident service improvement status.
- Hosting conference calls (Technical and Business) and facilitate effective incident management throughout the incident lifecycle, in-line with agreed service definitions.
- Monitor ITSM toolset queues, ensuring sufficient and appropriate focus given to Major Incidents, chased up / escalated calls.
- Manage people’s expectations and update people on progress or slippages.
- Co-ordinate / facilitate escalations of Major Incidents to resolver teams
- Use call logging tool (or other agreed mechanisms) to maintain accurate records of Major Incidents.
- Assist, provide cover and deputise for Technical Support Manager as and when required.
- Run major incident ‘blameless post mortem’ sessions after service restoration to ensure avoidance of repeat incidents.
**Problem Management**
- Responsible for minimising and mitigating business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans.
- Be accountable for Problem satisfaction according to contractual customer SLAs and KPIs, implementing corrective actions as required.
- Establish and maintain timely communications with all Problem stakeholders to ensure they are kept informed of Problem service improvement status.
- Identifying the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
- Ensuring that - after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated.
- Undertaking a review the resolution of a Problem to prevent recurrence and learn any lessons for the future. Furthermore, it is to be verified whether the Problems marked as closed have been eliminated.
**Reporting and governance**
- Review and update the documentation for the current Major Incident and Problem Management processes to be in line contractually and ITIL best practice.
- Provide regular reports on all Major Incident and Problem Management activity.
- Producing and maintaining the MIR’s (Major Incident Reviews) to a variety of Aptiv and customer audiences including senior and executive management
-
Major Incident, Problem and Change Management
5 months ago
Bengaluru, India Unisys Full timeWhat success looks like in this role: Job Title: Major Incident, Problem and Change Management - Service Management Analyst 1 Location : Bangalore Who we are: Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth....
-
Major Incident Manager
4 weeks ago
Bengaluru, Karnataka, India NTT Full timeMajor Incident Manager Job DescriptionAbout the RoleWe are seeking a highly skilled Major Incident Manager to join our team at NTT DATA. As a Major Incident Manager, you will be responsible for ensuring consistent delivery of quality Major Incident Management services.Key Responsibilities:Manage major incidents for any delivery organization within scope,...
-
Major Incident Manager
4 weeks ago
Bengaluru, Karnataka, India NTT Full timeMajor Incident Manager Job DescriptionThe Major Incident Manager is a critical role within our organization, responsible for ensuring the consistent delivery of quality Major Incident Management services. This position requires a seasoned professional with a strong background in service operations and major incident management.Key Responsibilities:Manage...
-
Major Incident Manager
2 months ago
Bengaluru, India Tata Consultancy Services Full timeGreetings from TCS!Job Title: Major Incident ManagerLocation: PAN IndiaExperience Range: 5 - 8 yearsJob DescriptionTCS has always been in the spotlight for being adept in “the next big technologies”. What we can offer you is a space to explore varied technologies and quench your techie soul.What are we looking for?ITSM – Major Incident Management,...
-
Major Incident Manager
5 days ago
Bengaluru, India NTT DATA Full timeJob Description Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT...
-
Major Incident Manager
4 months ago
Bengaluru, India NTT Full timeJOB DESCRIPTION Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at...
-
Incident/Problem Manager
3 weeks ago
Bengaluru, Karnataka, India Iron Mountain Full timeIncident and Problem Management RoleWe are seeking a skilled Incident and Problem Manager to join our Global IT Service Management Team. In this critical role, you will be responsible for detecting and responding to service-impacting events, triaging and driving effective mitigation strategies, and ensuring the smooth functioning of our IT services.Key...
-
Incident/Problem Manager
4 weeks ago
Bengaluru, Karnataka, India Iron Mountain Full timeJob SummaryWe are seeking a skilled and proactive Incident/Problem Manager to join our Global IT Service Management Team. As an Incident/Problem Manager, you will be responsible for detecting and responding to service-impacting events, triaging and driving effective mitigation strategies, and ensuring the smooth functioning of our IT services.Key...
-
Global Major Incident Manager
3 weeks ago
Bengaluru, Karnataka, India NTT Full timeMajor Incident Management RoleAt NTT DATA, we are seeking a skilled Major Incident Manager to join our team. As a Major Incident Manager, you will be responsible for ensuring consistent delivery of quality Major Incident Management services. This role requires a seasoned professional with experience in Service Operations and Major Incident Management.Key...
-
Global Major Incident Manager
3 weeks ago
Bengaluru, Karnataka, India NTT Full timeMajor Incident Management RoleAs a Major Incident Manager at NTT DATA, you will be responsible for ensuring consistent delivery of quality Major Incident Management services. These incidents are complex and high-priority by nature, involving multiple locations across the globe and different countries, cultures, people, and technologies. Your primary goal...
-
Incident/Problem Manager
4 months ago
Bengaluru, India Iron Mountain Full timeDescription Job Summary We are actively seeking a proactive and skilled Incident and Problem Manager to join our dynamic Global IT Service Management Team. In this critical role, you will be responsible for the full spectrum of tasks, from swiftly detecting and responding to service-impacting events to expertly triaging and driving effective...
-
Major Incident, Problem and Change Management
5 months ago
Bengaluru, India Unisys Full timeWhat success looks like in this role: Job Title: Major Incident, Problem and Change Management - Service Management Advisor Location : Bangalore Who we are: Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’...
-
Global Major Incident Manager
5 days ago
Bengaluru, Karnataka, India NTT DATA Full time.kw{font-weight:bold;}Job DescriptionOverviewNTT DATA seeks a seasoned Global Major Incident Manager to lead our incident response efforts and ensure seamless service delivery to our clients.Key Responsibilities:Develop and implement incident management strategies to minimize business impact.Lead cross-functional teams in responding to and resolving major...
-
Incident/Problem Specialist
2 weeks ago
Bengaluru, Karnataka, India Iron Mountain Full timeJob Summary:We are seeking a highly skilled and proactive Incident/Problem Specialist to join our dynamic Global IT Service Management Team. In this critical role, you will be responsible for detecting and responding to service-impacting events, expertly triaging and driving effective mitigation strategies, and ensuring the smooth functioning of our IT...
-
Principal Associate
2 months ago
Bengaluru, Karnataka, India Eurofins Spectro Full time**Company Description**: Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and the environment safer, healthier and more sustainable. From the food you eat to the medicines you rely on, Eurofins works with the biggest companies in the...
-
Problem Management
3 weeks ago
Bengaluru, India TapTalent.ai Full timeOur client is a global technology consulting and digital solutions company that enables enterprises to reimagine business models and accelerate innovation through digital technologies. Powered by more than 84000 entrepreneurial professionals across more than 30 countries it caters to over 700 clients with its extensive domain and technology expertise to help...
-
Problem Management
2 months ago
Bengaluru, India TapTalent.ai Full timeOur client is a global technology consulting and digital solutions company that enables enterprises to reimagine business models and accelerate innovation through digital technologies. Powered by more than 84000 entrepreneurial professionals across more than 30 countries it caters to over 700 clients with its extensive domain and technology expertise to help...
-
IT Incident Problem Manager
7 days ago
Bengaluru, Karnataka, India JLL Full timeEmpowering Excellence in IT Service DeliveryJLL seeks a skilled IT Incident Problem Manager to join our team. As a key member of our IT Service Delivery team, you will be responsible for leading Root Cause Analysis (RCA) sessions, weekly reporting on RCA progress, and collaborating with cross-functional teams to deliver high-quality RCA...
-
Problem Management
2 months ago
Bengaluru, India TapTalent.ai Full timeOur client is a global technology consultingand digital solutions company that enables enterprises to reimaginebusiness models and accelerate innovation through digitaltechnologies. Powered by more than 84000 entrepreneurialprofessionals across more than 30 countries it caters to over 700clients with its extensive domain and technology expertise to helpdrive...
-
Incident Manager
5 months ago
Bengaluru, India The Nielsen Company Full timeAt Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big,...
