Business-Critical Incident Resolution Specialist

1 week ago

Noida, Uttar Pradesh, India beBeeInnovative Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title

Incident Manager

Job Description

Our organization is seeking an Incident Manager to facilitate the Major Incident Bridge by engaging all relevant Resolver Groups and maintaining discussions until the Major incident is resolved. The ideal candidate will be responsible for informing key stakeholders on the status of the Major incident and after getting confirmed service restoration.

The successful candidate will coordinate with respective SMEs for speedy resolution of the Major Incident, ensuring that the Major incident is resolved within SLAs agreed with customers. This role also involves acting as a Single Point of Contact (SPOC) for customers to provide status updates whenever a major incident occurs.

In addition, the Incident Manager will take preventive actions to minimize service and business impact in case resolution time seems high. They will conduct thorough analyses and prepare the Major Incident Report (MIR) for every Major Incident after it is closed.

Key responsibilities include updating resolution procedures in knowledge databases/work logs and conducting Major Incident review meetings with relevant members to identify triggers, causes, and prevention strategies for future incidents.

The Incident Manager will also coordinate with process managers (Capacity Manager, Availability Manager, IT Service Continuity Manager, etc.) as needed to prevent recurring incidents. Furthermore, they will provide periodical reports on the overall status of the Major Incident Management Process and conduct training/knowledge sharing sessions across teams/new joiners to avoid occurring major incidents.

Required Skills and Qualifications
  • Experience in managing IM and MIM processes along with Problem Management.
  • Preferably ITIL Expert or minimum two ITIL Intermediate certified professionals.
  • Strong analytical, communication, presentation, and reporting skills.
  • Good leadership, people management, and operational skills with exposure to ITIL practices.
  • Good written and verbal communication skills.
  • Experience in helpdesk environments.
  • Highly motivated individuals with a positive and proactive attitude to work, willingness to make changes to improve operational efficiency through innovation, process, and procedure adoption/adaptation.
Benefits

This role offers a unique opportunity to make a significant impact on our organization's incident management capabilities. As an Incident Manager, you will have the chance to work with cross-functional teams, develop your skills and expertise, and contribute to the growth and success of our organization.

Others

We are committed to creating a workplace culture that values diversity, inclusion, and employee well-being. We offer competitive compensation packages, comprehensive benefits, and opportunities for professional growth and development.

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